Organizations Focus on Self-Service, GenAI and Customer Journey Analytics to Improve Customer Experience and Organizational Processes
A Gartner survey of 246 customer service and support leaders conducted September through October 2023 revealed service and support leaders’ priorities for the coming year amid their increasing responsibility for technology strategy in their organization.
“Advances in GenAI and shifting customer preferences are pushing service and support leaders to reimagine what’s possible for their organization in 2024,” said Kim Hedlin, Senior Principal, Research, in the Gartner Customer Service & Support practice. “Leaders are focused on how they can leverage technology to accomplish their top priorities, including improving customer experience and optimizing their operations.”
Leaders Pilot Employee-Facing GenAI to Assist Reps
“Many leaders see employee-facing GenAI as an experimental step on the way to deploying customer-facing virtual assistants,” said J.J. Moncus, Principal, Research, in the Gartner Customer Service & Support practice. “Respondents indicated it’s an important way to learn the risks of GenAI while still having a human in the loop, before moving on to riskier customer-facing deployments.”
Shifts in Customer Preferences Push Leaders to Prepare for the Future of Self-Service
However, early experiments with GenAI have helped leaders to envision new possibilities within self-service.
“The GenAI hype is providing momentum for leaders’ self-service investments,” said Hedlin. “Leaders have seen glimmers of a future in which conversational interfaces powered by GenAI could handle more complex interactions than a traditional chatbot. That vision is helping shape leaders’ self-service strategy in 2024.”
