Gartner Research

The Five CRM Customer Engagement Technologies to Focus On Through 2020

Published: 08 March 2016

ID: G00301165

Analyst(s): Michael Maoz


Customer service and support is not a reactive function carried out by one department, but the role of the entire enterprise. We advise IT leaders on how to prioritize investments in CRM customer engagement technologies during the next five years to provide the best customer service and support.

Table Of Contents


  • 2016
    • Major 1: Mobile Experience
    • Major 2: Facebook for Customer Service
    • Minor: Advanced Multichannel Path Analytics
  • 2017
    • Major: Voice-Driven Information Discovery
    • Minor: Interactive Touch Response
  • 2018
    • Major: Collaborative Customer Interfaces
    • Minor: Personalized Process Guides
  • 2019
    • Major: Intent Arbitration
    • Minor: 360 Degree View Delivered to the Customer
  • 2020
    • Major: Tie Together IoT, Wearables and Mobile
    • Minor: Biometrics for Customer Service
  • Conclusion

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