The future of the customer engagement center will revolve around supporting broader ambitions and ecosystems. Gartner uses long-range scenario planning techniques to envision the next generation of customer engagement centers. Organization should conduct a self-assessment to acknowledge which type of customer service scenarios they are most likely to use (or want to use) in 2025.
Nadine LeBlanc
Sr Director Analyst
Nadine LeBlanc is a Senior Director in Gartner Research part of the Customer Experience team including the CRM Customer Engagement Center Magic Quadrant and Critical Capabilities. Mrs. LeBlanc focuses on customer strategies and technologies with an emphasis on customer service and emerging engagement channels. She specializes in supporting the journey to enterprisewide CRM from roadmap to implementation for organizations of all sizes. Mrs. LeBlanc contributes to Midsize Enterprise (MSE) research including nonprofit organizations. She also explores the use of blockchain for customer applications as a member of Gartner's blockchain Center of Excellence.
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Tuesday, 09 June, 2020 / 09:00 AM - 09:30 AM BST
Ten Surprising Ways to Participate in Ecosystems to Drive Better Customer Experiences
Tuesday, 09 June, 2020 / 10:45 AM - 11:30 AM BST
Add Real-Time Capability in Your Customer Engagement Hub to Deliver Continuous Experience
Digital business and elevated customer expectations drive the importance of real-time, contextualized customer experiences across the customer journey. By 2022, more than half of all major new business systems will incorporate continuous intelligence using real-time context data to improve decisions. This session introduces you to the customer engagement hub (CEH) as a core technology foundation for your digital business strategy, and how you could add real-time capability to drive continuous experience.