July 10, 2025
Are You Tech-Ready, or Just Tech-Enthusiastic?
According to a recent Gartner survey of more than 200 customer service and support leaders, being savvy at choosing tech solutions only got teams halfway to success. Those proficient in evaluating vendors and products saw a 50% higher chance of hitting their technology goals.
Gartner states that leaders who excelled at preparing their organisation, not just the tech, were 300% more likely to succeed. That’s a sixfold difference in impact.
The survey, conducted between December 2024 and January 2025, found that many teams fall short on their goals because they overlook the human and strategic side of tech adoption. Missed steps in developing employee skills, rallying internal support, and aligning teams often sabotage even the best tools.
“Rather than asking if the technology is ready for their business, customer service leaders must ask if they are ready for this technology,” said Eric Keller, Senior Director, Research, in the Gartner Customer Service & Support practice. “By focusing on organisational readiness, leaders can prepare employees for change, align stakeholders to goals, and incentivise vendors as partners in achieving business outcomes.”
3 Organisational Readiness Moves That Separate Winners from Wannabes
Gartner’s research shows that the most successful teams weren’t necessarily those with the flashiest tools—they were the ones who laid the strongest internal groundwork. Here’s how:
Assess Your Readiness, Not Just Your Wishlist
Before signing any contract, leaders need to take a clear-eyed look at whether their teams, systems, and data infrastructure can support the new tech. It’s not enough to be dazzled by AI chat or automation tools; one needs a framework to evaluate what’s required behind the scenes to activate those features.
Create Alignment, Not Assumptions
One of the most overlooked risks? Mismatched expectations. While vendors pitch “all-in-one” solutions, internal teams may not even agree on what success looks like. Smart leaders build alignment across departments, adjust incentives, and ensure everyone is pushing toward the same outcomes.
Level Up Talent and Change Management
The pace of technological evolution means that today’s tools require specialised oversight and well-supported frontlines. Leaders must proactively invest in training, upskilling, and change enablement—not just for IT staff, but across customer-facing roles. It’s about turning technology from a tool into a team advantage.
