< Top 3 Strategic Priorities for Heads of Customer Service & Support by Gartner

Reimagining Field Service in the Era of Intelligence

Customers expect repairs before they know something’s broken,

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The smartest AI tools won’t fix a thing unless you know what problem you’re solving.

Start with clarity:

• Define the pain points: Are response times too slow?Are technicians overwhelmed with administrative tasks?Are customers left guessing when help will arrive?
• Set specific goals: Know what success looks like, whether it’s faster repairs, smoother workflows, or happier customers.

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