Gartner Research

Hype Cycle for CRM Customer Service and Customer Engagement, 2014

Published: 25 July 2014

ID: G00262934

Analyst(s): Michael Maoz , Jenny Sussin


Customer engagement trends are disrupting IT planning, as customers demand consistent support for all channels. IT and customer service leaders are using analytics to assess experiences, and this research is designed to help executives assess the technologies supporting key customer service trends.

Table Of Contents


  • What You Need to Know
  • The Hype Cycle
  • The Priority Matrix
  • Off the Hype Cycle
  • On the Rise
    • Customer Engagement Hub
    • Big Data Analytics for Customer Service
    • Collaborative Customer Interfaces
    • Customer Journey Analytics
    • IMC-Enabled, Packaged CRM/ERP/CPM Applications
    • Social Co-browsing
    • Voice of the Customer
    • Video Chat for Customer Service
  • At the Peak
    • Big Data Analytics for Customer Intelligence
    • Customer-Centric Web Technologies
    • Mobile Customer Service Applications
    • Expertise Location and Management
    • Contact Center Interaction Analytics
    • Customer Management BPaaS
    • Intelligent Business Process Management Suite
    • Intent-Driven Customer Systems
    • Social for CRM: Social Feedback Management
    • BPM for Customer Service and Support
    • Natural-Language Question Answering
    • Video Search
    • Recorded Video Customer Service
    • Mobile Field Service Management
    • Virtual Customer Assistants
  • Sliding Into the Trough
    • Enterprise Feedback Management
    • Audio Mining/Speech Analytics
    • Cloud-Based CEC
    • Knowledge Management for Customer Service
    • Contact Center Workforce Optimization
    • Social Analytics
    • Contact Center Performance Management
    • External Peer-to-Peer Communities
    • IoT Intelligent Monitoring and Management
  • Climbing the Slope
    • CSS Suites
    • Customer Best Next Action
    • Field Service Workforce Optimization
    • MDM of Customer Data
    • On-Premises CEC
    • Comprehensive CM BPO
    • Social Media Engagement Applications
    • Work at Home — CM BPO
    • Contact Center Quality Management
    • Speech Recognition for Contact Center Applications
  • Entering the Plateau
    • Contact Center Workforce Management
  • Appendixes
    • Hype Cycle Phases, Benefit Ratings and Maturity Levels

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