The Gartner Top Predictions for Customer Service Leaders in 2024 | Gartner | 29 February 2024 | Webinar

Generative AI promises a new solution to an age-old problem: costly assisted service. However, Gartner predicts that customer service and support leaders who leverage generative AI to enable human contact will be more successful than those who leverage it to reduce human contact by eliminating assisted service. This leads to the question, what are the risks, and potential benefits of generative AI in your customer service organization? Join our panel of experts in this complimentary Gartner customer service and support webinar as they discuss predictions for the future, including how organizations that predominantly focus their efforts on enabling human contact will better match customer preference and need for service and support. They will also discuss how to minimize the risks associated with customer-facing generative AI, and how you can be better prepared for the emerging regulatory climate. You will walk away from this session with answers to your vital questions and a defined plan of action for your strategic goals.

• Learn about the risks associated with improperly vetted customer-facing generative AI
• Understand how employee enablement technology can broaden the available talent pool that can perform customer-facing work
• Learn about and stay ahead of the emerging regulatory climate around AI

2024 Speakers

HOSTS:

Emily Potosky
Sr Principal, Research, Gartner

Patrick Quinlan
Sr Director Analyst, Gartner

Brad Fager
Sr Director Analyst, Gartner

Brady Holbrook
Director, Advisory, Gartner