Gartner Panel: Predictions to Optimize Value with Selective Service

Leading customer service and support functions increasingly realize that not every customer should be retained, not every interaction should take place and not every metric should be tracked. Gartner predicts that the customer service and support (CSS) organization of the future will adopt a “customer service first” identity. The function will become highly selective in deciding who to serve, how to serve and what to measure, optimizing towards company value. Join this complimentary webinar as a panel of Gartner experts explores what a “customer service first” identity looks like, and how service organizations must adjust their strategy to achieve this identity.

Discussion Topics:

• Explore how CSS organizations will dictate who they serve and how they serve
• Learn how to improve profitability, staff well-being and resource allocation
• Choose the right metrics to identify the most relevant opportunities to improve CX