1、 2024 Gartner,Inc.and/or its affiliates.All rights reserved.This presentation,including all supporting materials,is proprietary to Gartner,Inc.and/or its affiliates and is for the sole internal use of the intended recipients.Because this presentation may contain information that is confidential,prop

2、rietary or otherwise legally protected,it may not be further copied,distributed or publicly displayed without the express written permission of Gartner,Inc.or its affiliates.Top 3 Strategic Priorities for Heads of Customer Service&SupportLeadership Vision for 2025 RESTRICTED DISTRIBUTION2 2024 Gartn

3、er,Inc.and/or its affiliates.All rights reserved.3302564 Leadership Vision for Heads of Customer Service and Support in 2025As customer service and support continues to transform,heads of this function face the challenge of aligning technological advancements,customer demands and growth initiatives

4、with their strategic vision.GenAI,shifting customer behaviors,and growth prospects are redefininghow leading organizations manage their service functions to fulfill their business aspirations.To tackle these challenges,heads of customer service and support should focus on three key areas:Enhancing t

5、echnology leadership to drive innovation and efficiencyPowering conversational service delivery to simplify the customer experience and scale customer engagementIdentifying and leveraging opportunities for sustainable growthUse this research to stay ahead,achieve your goals and lead customer service

6、 and support success in 2025 and beyond.Key questions addressed:What are the major trends affecting heads of customer service and support?What are the major challenges facing heads of customer service and support?What actions should heads of customer service and support take now to be successful?RES