Gartner Research

CRM Technologies for the Emerging Customer Engagement Hub

Published: 13 March 2012

ID: G00231516

Analyst(s): Michael Maoz


CIOs' increased focus on the business objectives to improve the customer experience will shape IT strategies for building a customer engagement hub. To create a successful hub, CIOs will have to bridge organizational gaps between IT and customer service.

Table Of Contents

What You Need to Know


  • Mind the Gap: Why Three Major Changes Need to Occur for an Engaging Customer Experience
  • Challenges and Approaches to Achieving a CEH
    • Challenge No. 1
    • Challenge No. 2
    • Challenge No. 3
    • Challenge No. 4
  • CEH Application Suites Will Not Emerge Through 2016
  • Begin With Organizational Change to Meet Customer Expectations

Recommended Reading

©2021 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.