Gartner: Customer Service Priorities and Challenges

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The Customer Service field is undergoing profound evolution, driven by the rapid diffusion of Generative Artificial Intelligence (GenAI) technologies and by new customer needs increasingly oriented towards simple and immediate solutions.

Gartner has recently released telegram data two very interesting reports. The first, Top 5 priorities for Customer Service , dedicated to the trends that will guide the strategies of organizations oriented towards Customer Experience, and the second, Strategy and Leadership Predictions for Service Leaders in 2025 , to the strategic challenges.

The 5 priorities
There are five priorities that according to Gartner require an innovative strategic approach, centered on the adoption of advanced technologies and the valorization of human capital, to guarantee an increasingly personalized Customer Experience.

Revenue Growth Through Direct Sales In 2025, companies will increasingly place emphasis on the ability of customer service to generate revenue through cross-selling, upselling, and contract renewals. It will be crucial to invest in training and technology that allows agents to understand the best time and way to propose relevant offers without compromising the relationship with the customer.
Leveraging Customer Data for Business Growth Organizations will invest heavily in advanced customer journey analytics tools to capture detailed data about customer experiences. The key challenge will be to effectively share this information across all areas of the business, overcoming barriers related to operational silos and misperceptions of customer service as a mere cost center.
Increasing Technology Literacy for AI Innovation Customer Experience leaders will increasingly be responsible for identifying AI opportunities and developing strategic roadmaps for implementing innovative solutions. This will require a greater commitment to ongoing technology education and closer collaboration with AI governance and technical teams.
Preparing for the Conversational GenAI Revolution The adoption of GenAI-powered chatbots and virtual assistants is set to grow significantly, with the primary goal of increasing self-service resolutions and improving the overall customer experience. However, Gartner emphasizes the importance of optimizing knowledge management platforms, which are critical to ensuring the accuracy of the answers provided by AI.
Expanding the Role of Customer Experience Leaders As conversational GenAI is adopted, customer service leaders will see their roles expand, gaining greater influence within organizations and new career opportunities. The ability to clearly communicate the strategic value of AI initiatives will become a critical skill.
The new challenges
The introduction of Generative Artificial Intelligence (GenAI) is profoundly transforming the Customer Service landscape, with significant implications for communication channels and the security of interactions. Gartner has identified some key strategic challenges that companies will have to address in the coming years: