Gartner：2024客户服务领导力愿景三大战略要务报告（英文版）

The evolution of service within product experiences, new advanced AI capabilities and rising customer expectations for self-service are shaping how the best organizations will manage customer service and support in 2024. In this context, the 2024 top priorities for heads of customer service and support are: • Identifying customer experience moments that impact customer value • Aligning the myriad reasons for customer requests with the best-fit service capabilities • Finding new ways t