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2022 Gartner Predictions

Customer Service and Support

Arise Virtual Solutions has partnered with Gartner to bring you FREE access to their new research “Predicts 2022: Customer Service and Support — Paving the Way for Greater Ambition and Responsibility for the Customer Experience”

This Gartner research identifies and provides predictions for four critical technology areas. These business shifts help reinforce each of the four functional building blocks required for great customer service and the different modes of delivery that contribute to the customer experience:
New Methods

By 2027, 60% of organizations will adopt composable thinking in their customer experience strategy, enabling cross-functional teams to respond to changing customer needs.

Agent Control

By 2025, 50% of customer service agents will have full control over their shifts and break times, up from less than 5% in 2021.


By 2027, 45% of agent-assisted interactions will use real-time analytics to improve business and customer outcomes.

AI Expansion

By 2025, customer service organizations that use AI-enabled knowledge automation will achieve 90% first contact resolution, up from 50% in 2021.

By downloading this research, you’ll learn:

  • How to adopt composable thinking in your customer experience strategy

  • How to use real-time analytics to improve business and customer outcomes

  • How to empower employees by adding greater flexibility to when and how they work

  • How to use knowledge management as a core AI-driven customer service application that optimizes the continuous collection and active application of trusted knowledge

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