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Hype Cycle for CRM Customer Service and Customer Engagement 2016

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.

Learn more about cognitive knowledge for web-self service.

You can access a copy of the full report by registering online at Gartner's website.