Hype Cycle for CRM Customer Service and Customer Engagement, 2017

Archived Published: 21 July 2017 ID: G00314325

Analyst(s): |

Not a Gartner Client?

Want more research like this?
Learn the benefits of becoming a Gartner client.

contact us online


With AI, chatbots, mobile messaging and IoT on the rise, customer service and support technologies are recognized by application, business and IT leaders as increasingly essential to customer experience. This Hype Cycle helps IT leaders assess the maturity and risks of these technologies.

Table of Contents

  • Analysis
    • What You Need to Know
    • The Hype Cycle
    • The Priority Matrix
    • Off the Hype Cycle
    • On the Rise
      • Blockchain for Customer Service
      • E-Labeling
      • Field Service Drones
      • Things as Customers
      • Augmented Reality for Customer Support
      • Infonomics
      • Workforce Engagement Management
      • Collaborative Customer Interfaces
      • Voice-Driven Customer Service Apps
      • Chatbots
      • Consumer Messaging Applications for CRM
      • Customer Engagement Hub
      • Customer Psychographics
      • 360-Degree View
    • At the Peak
      • Customer Journey Analytics
      • Digital Experience Platforms
      • IoT for Customer Service
      • MDM and Social Data
      • Emotion Detection/Recognition
      • Expertise Location and Management
      • Video Chat for Customer Service
      • Voice of the Customer
      • BPM for Customer Service and Support
      • In-App Mobile Customer Service
      • Customer Engagement Center Interaction Analytics
    • Sliding Into the Trough
      • Analytics for Customer Intelligence
      • Recorded Video Customer Service
      • Virtual Customer Assistants
      • Knowledge Management for Customer Service
      • Mobile Field Service Management
      • Speech Analytics
      • Cloud-Based Customer Engagement Center
      • Social for CRM: Social Feedback Management
      • Customer Self-Service Suites
      • Enterprise Feedback Management
    • Climbing the Slope
      • Customer Engagement Center Performance Management
      • Field Service Workforce Optimization
      • MDM of Customer Data
      • On-Premises Customer Service Apps
      • External P2P Communities
      • Social Media Engagement Applications
      • Customer Engagement Center Quality Management
      • Work at Home — CM BPO
    • Entering the Plateau
      • Comprehensive CM BPO
      • Customer Engagement Center Workforce Management
    • Appendixes
      • Hype Cycle Phases, Benefit Ratings and Maturity Levels
  • Gartner Recommended Reading
© 2017 Gartner, Inc. and/or its Affiliates. All Rights Reserved. Reproduction and distribution of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartners research may discuss legal issues related to the information technology business, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The opinions expressed herein are subject to change without notice.

Free Research

Discover what 12,000 CIOs and Senior IT leaders already know.

Free Access

Why Gartner

Gartner delivers the technology-related insight you need to make the right decisions, every day.

Find out more

Call +1 800 213 4848 or contact us

to become a Gartner client.