Plan Now for Critical Shifts in Customer Interaction Patterns


Published: 27 June 2017 ID: G00331878

Analyst(s):

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Summary

With traditional conversations with human agents now seen as reactionary, the hype surrounding new CRM engagement methods such as AI, chatbots and social media is at a peak. Application leaders' timing and sequencing of channel investments for customer service will be key.

Table of Contents

  • Analysis
    • Shrinking Customer Service Channels
    • Growing Customer Service Channels
    • Blended Customer Service Channels Will Emerge
  • Gartner Recommended Reading
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