Customer Service Market Research Insights: What's Top of Mind in 2021

What’s top of mind for global customer experience leaders? We surveyed 600 of them from the U.S., U.K., and Germany in industries such as food and beverage, retail, consumer packaged goods, tech, financial services, and more.

What’s top of mind for global customer experience leaders? We surveyed 600 of them from the U.S., U.K., and Germany in industries such as food and beverage, retail, consumer packaged goods, tech, financial services, and more.

From budgets to maintaining service consistency across markets, today’s global customer service leadership deals with a myriad of challenges. The pandemic emphasized exceeding customer expectations– and sky-high standards aren’t letting up. What will a post-COVID world look like for CS leaders, and how heavily will their teams continue to rely on technology to deliver customer experiences?

Find out what’s most important to CS leaders when it comes to delighting their customer(s) in 2021 – and their picks for the most valuable on-the-job technology.

In this report you will learn:

  • How global CS organizations are budgeting for 2021
  • How CS leadership addresses their challenges with both hiring and technology
  • The role of AI in sustaining multilingual customer operations
Gartner, Hype Cycle for Customer Service and SupportTechnologies, 2020, Published 5 August 2020, By Analysts Drew Kraus
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