{"id":29183,"date":"2023-01-11T03:06:14","date_gmt":"2023-01-11T03:06:14","guid":{"rendered":"https:\/\/mailinvest.blog\/index.php\/2023\/01\/11\/84-of-leaders-cite-customer-data-analytics-as-very-or-extremely-important-for-achieving-goals\/"},"modified":"2023-01-11T03:06:14","modified_gmt":"2023-01-11T03:06:14","slug":"84-of-leaders-cite-customer-data-analytics-as-very-or-extremely-important-for-achieving-goals","status":"publish","type":"post","link":"https:\/\/mailinvest.blog\/index.php\/2023\/01\/11\/84-of-leaders-cite-customer-data-analytics-as-very-or-extremely-important-for-achieving-goals\/","title":{"rendered":"84% Of Leaders Cite Customer Data & Analytics As \u2018Very Or Extremely Important\u2019 For Achieving Goals"},"content":{"rendered":"

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Gartner\u2019s latest survey, \u201cTop Goals and Priorities for Customer Service and Support Leaders in 2023,”<\/a>\u00a0revealed that the two most important business goals for 2023 are improving operations and growing businesses. Specifically, 84% of customer service and service support leaders cited customer data and analytics as \u201cvery or extremely important\u201d for achieving their organizational goals in 2023, while 80% ranked digital channel effectiveness as \u201cvery or extremely important,\u201d along with employee performance, development and quality assurance.<\/p>\n<\/p><\/div>\n

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\u201cUnderstanding customers\u2019 needs and expectations for their service experience is integral for improving loyalty and creating customer value, especially when organizations are up against economic headwinds,\u201d said\u00a0Jonathan Schmidt, Sr. Principal, Advisory in the\u00a0Gartner Customer Service & Support practice<\/a>, in a statement. \u201cExecuting on this vision requires investment in customer data and analytics, knowledge management and an enduring partnership with IT.\u201d<\/p>\n

Customer service and support leaders plan to devote more resources to improving, automating or eliminating inefficient processes<\/strong> (59%), migrating service volume to digital and self-service channels<\/strong> (51%) and contributing to the top-line by creating customer value<\/strong> (46%) in the near future.\u00a0<\/p>\n

\u201cIn tough economic times, customer service and support leaders are often encouraged by their\u00a0CFOs\u00a0to make do with what they have,\u201d said Schmidt. \u201cGiven how difficult it is to hire and retain talent, it makes sense that they are tackling inefficiencies and prioritizing digital channels as a strategy for driving down costs without reducing headcount or sacrificing customer experience.\u201d\u00a0\u00a0<\/p>\n

With these survey findings in mind, Gartner experts recommend customer service and support leaders:<\/p>\n