Deliver Customer Service During COVID-19: Improve Digital and Self-Service Capabilities

 

Strategic Planning Assumption(s)

By 2023, 30% of customer service organizations will deliver proactive customer service using artificial intelligence, process orchestration and continuous intelligence.

By 2023, 35% of the customer service workload will be done through crowdsourcing, telecommuting, work-at-home agents and gig-economy workers, up from 5% in 2017.

By 2023, more than 60% of all customer service engagements will be delivered via digital and web self-serve channels, up from 23% in 2019.

 

Deliver Customer Service During COVID-19: Improve Digital and Self-Service Capabilities, Olive Huang, Brian Manusama, 7 April 2020 GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and is used herein with permission. All rights reserved. 

 

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