According to new GartnerCSS survey data, customerservice and support leaders place the highest value on tech that supports customers’ shift to self-service and improves rep retention. Read more here: CX CustomerSupport
. “These technologies are critical to continue to shift customers’ transactional issues to self-service so reps can focus on more complex issues.”
Digital channel capabilities — in particular, using chatbots and delivering service via live chat — are also anticipated to see significant increases in value over the next two years. Concurrently, VoC analytics methods are expected to have the largest increase in anticipated deployment by the end of 2023. As customer service and support leaders look to move beyond surveys for capturing VoC, a majority are expected to deploy or pilot some kind of sentiment analysis , customer journey analytics and digital experience analytics by the end of the year.
United States Latest News, United States Headlines
Similar News:You can also read news stories similar to this one that we have collected from other news sources.
Gartner Identifies Top Sales Technologies to Boost Buyer EngagementFrom conversation intelligence to digital sales rooms, GartnerSales identified the top technologies that sales leaders can adopt to boost buyer engagement. Learn more live from the 2023 Gartner CSO & Sales Leader Conference. TechTrends AI
Read more »
Gartner Survey Finds CEOs Cite AI as the Top Disruptive Technology Impacting IndustriesA recent survey of CEOs and senior executives by Gartner revealed that artificial intelligence (AI) was the top technology that CEOs believe will significantly impact their industry over the next 3 years. Read more here. GartnerSYM GartnerIT
Read more »
Twitter's top users are posting less since Musk takeover last year, Pew Survey showsA new survey from Pew Research Center shows that the most active Twitter users are posting less frequently than they have in the past.
Read more »
Gartner IT Infrastructure, Operations & Cloud Strategies Conference 2023 Sydney: Day 2 HighlightsThat's a wrap on Day 2 of GartnerIO in Sydney. Highlights include: ✅ Cloud operating models for better business outcomes ✅ Whether cloud is cheaper than a data center ✅ Building an effective edgecomputing strategy Learn more: GartnerIO
Read more »
Gartner CSO & Sales Leader Conference 2023 in Las Vegas, NVGartnerSales attendees: We're already halfway through Day 1! Where can we find you for the remainder of the first day? Not sure? Plan the rest of your time now: CSO
Read more »
Gartner CSO & Sales Leader Conference 2023: Day 2 HighlightsThat's a wrap on Day 2 of Gartner CSO & Sales Leader Conference. Highlights from the day include: ✅ DEI within sales teams ✅ Digitally immersive selling experiences ✅ Improving sales performance Learn more on the Gartner Newsroom: GartnerSales
Read more »