Gartner Research

Hype Cycle for CRM Customer Service and Support, 2013

Published: 23 July 2013

ID: G00252035

Analyst(s): Michael Maoz


The disruptive impact of mobile and social is causing IT and customer service leaders to rely on analytics to assess customer experiences. This Hype Cycle will help IT leaders and line-of-business executives to understand the technologies being used to address the latest trends in CRM and CSS.

Table Of Contents


  • What You Need to Know
  • The Hype Cycle
  • The Priority Matrix
  • Off the Hype Cycle
  • On the Rise
    • Big Data Analytics for Customer Service
    • Customer Engagement Hub
    • Collaborative Customer Interfaces
    • Social Co-browsing
    • Cross-Channel Analytics
    • Voice of the Customer
    • Customer-Centric Web Strategies
    • Video Chat for Customer Service
    • Emotion Detection/Recognition
    • Intent-Driven Customer Systems
    • Recorded Video Customer Service
  • At the Peak
    • Expertise Location and Management
    • Social for CRM: Social Feedback Management
    • Contact Center Interaction Analytics
    • BPM for Customer Service and Support
    • Virtual Assistants
  • Sliding Into the Trough
    • Enterprise Feedback Management
    • Audio Mining/Speech Analytics
    • Cloud-Based CRM Customer Engagement Center
    • External Peer-to-Peer Communities
    • Social Analytics
    • Contact Center Workforce Optimization
    • Contact Center Performance Management
    • Knowledge Management for Customer Self-Service
    • Real-Time Decisioning for Customer Best Next Action
    • Text Analytics
    • Remote Monitoring and Device Management
    • Web Experience Analytics
    • MDM of Customer Data
  • Climbing the Slope
    • Field Service Workforce Optimization
    • Comprehensive CM BPO
    • Social Media Engagement Solutions
    • Web Customer Service Suites
    • Work at Home
    • Contact Center Quality Management
    • Internal Peer-to-Peer Communities
    • Contact Center Workforce Management
  • Entering the Plateau
    • Speech Recognition
    • Contact Center BPO
  • Appendices
    • Hype Cycle Phases, Benefit Ratings and Maturity Levels

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