Gartner Research

Develop a Strategic Plan to Integrate Your Customer Engagement Hub

Published: 22 June 2016

ID: G00308750

Analyst(s): Olive Huang , Elizabeth Golluscio , Michael Maoz


A customer engagement hub enables organizations to align their processes with customer intent to orchestrate a seamless customer experience. It is not a packaged product; rather, CTOs and IT application leaders need a strategic approach to integrate their own.

Table Of Contents
  • Key Challenges



  • Consider the Complex and Changing Interdependencies of CRM-Related Applications Within Your Enterprise
  • Apply a Pervasive Integration "Lens" to Envision Your Evolving CEH
  • Identify the Integration Capabilities Needed to Support Customer Data Integrity and Synchronization Across all Endpoints and Delivery Models

Case Study

Gartner 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.