Gartner Research

Three Top Technology Trends in 2016 to Account for When Developing Your CRM Customer Service Strategy in Asia/Pacific

Published: 08 August 2016

ID: G00296306

Analyst(s): Michael Maoz , Olive Huang


The increased emphasis on better customer experience delivered across multiple engagement channels is changing many organizations' customer service priorities in Asia/Pacific. This research offers insights into three top technology trends in 2016 that will impact organizations in the region.

Table Of Contents
  • Key Challenges



  • 1. Rethink What's Needed to Support Asian Customers on Their Smartphones, and Improve Mobile Customer Service Capabilities
  • 2. Gain Understanding of the Concept and Technologies for Customer Engagement Hub to Create a Multichannel Customer Experience
  • 3. Explore Emerging Technologies, Starting With Virtual Customer Assistants, to Cope With Increased Volume of Interactions and Longer Service Hours

Case Study

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