2025 Gartner® Research: Unleash Omnichannel Customer Service to Improve CX

As customer expectations evolve across generations and digital touchpoints, contact center and CX leaders must rethink how they deliver support. This complimentary Gartner report on omnichannel customer service discusses how to design a strategy that reduces customer effort, drives satisfaction, and future-proofs your service platform.

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In this report, we feel you’ll learn

Why multigenerational customers demand different service channels and how to meet expectations.
The real impact of high-effort channel transitions on CX (and how to execute them).
How to integrate multichannel features, seamless transitions, and WEM tools into your strategy.
Actionable steps to improve routing, automation, and resource management.

Customers perceive 62% of customer service channel transitions as “high effort”. — Gartner

Glimpse of the report

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About Gartner

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Gartner does not endorse any vendor, product or service depicted in its research publications and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s Research & Advisory organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

About Calabrio

Calabrio is a trusted ally to leading brands. The digital foundation of a customer-centric contact center, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering your contact center as a brand guardian. We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management, and personalized coaching. Only Calabrio ONE unites workforce optimization (WFO), agent engagement, and business intelligence solutions into a cloud-native, fully integrated suite that adapts to your business.