Gartner Research

Hype Cycle for CRM Customer Service and Customer Engagement, 2016

Published: 15 July 2016

ID: G00290058

Analyst(s): Michael Maoz , Olive Huang


Customer experience is a CIO imperative, yet customer service capabilities lag behind the expectations of the mobile-first customer. Analytics, mobile web and chatbots are on the rise. This Hype Cycle is designed to help IT leaders assess the maturity and risks of the technologies in this market.

Table Of Contents


  • What You Need to Know
  • The Hype Cycle
  • The Priority Matrix
  • Off the Hype Cycle
  • On the Rise
    • Voice-Driven Customer Service Apps
    • Infonomics
    • Consumer Messaging Applications for CRM
    • Augmented Reality for Customer Support
    • Collaborative Customer Interfaces
    • Customer Engagement Hub
    • Customer Personality Analysis
  • At the Peak
    • Customer Journey Analytics
    • IoT for Customer Service
    • MDM and Social Data
    • Mobile Customer Service Suite
    • Video Chat for Customer Service
    • Emotion Detection/Recognition
    • DXPs (formerly UXPs)
    • Expertise Location and Management
    • Voice of the Customer
    • BPM for Customer Service and Support
    • Analytics for Customer Intelligence
    • Customer Engagement Center Interaction Analytics
    • Customer Management BPaaS
  • Sliding Into the Trough
    • Recorded Video Customer Service
    • Virtual Customer Assistants
    • Mobile Field Service Management
    • Speech Analytics
    • Cloud-Based Customer Engagement Center
    • Social for CRM: Social Feedback Management
    • Enterprise Feedback Management
    • Knowledge Management for Customer Service
    • Customer Engagement Center Workforce Optimization
    • Customer Engagement Center Performance Management
  • Climbing the Slope
    • Customer Self-Service Suites
    • Customer-Best-Next Action
    • Field Service Workforce Optimization
    • MDM of Customer Data
    • On-Premises Customer Engagement Center
    • External Peer-to-Peer Communities
    • Work at Home — CM BPO
    • Social Media Engagement Applications
    • Customer Engagement Center Quality Management
    • Comprehensive CM BPO
  • Entering the Plateau
    • Customer Engagement Center Workforce Management
  • Appendixes
    • Hype Cycle Phases, Benefit Ratings and Maturity Levels

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