Hype Cycle for CRM Customer Service and Customer Engagement 2016
This Gartner Hype Cycle is aimed at stakeholders responsible for creating a consistent, cross-channel customer experience. It profiles four key areas for customer service: consumer messaging apps, advanced analytics, mobile applications and customer self-service.
Once again, knowledge management for customer service makes an appearance on the Hype Cycle. Applications for customer self-service are evidenced as a way to drive down costs and provide more independence to the customer.
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