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

Summary

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

Introduction

Analysis

  • 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

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