Gartner：2025年打造无缝客户服务体验的5个步骤报告（英文版）

Building a connected customer journey has typically been a struggle for customer service and support Gartner examined more than 6,000 customer journeys to help customer service and support (CSS) leaders understand customer behavior, preferences and expectations around customer experience (CX). We learned that disconnected transitions between self-service and assisted-service hurt CX, undermine self-service adoption, waste resources and leave customers frustrated as they toggle between multipl