Gartner Research

Market Insight: How Conversational Agents and Immersive Technology Will Disrupt Customer Experience Strategies in 2017

Published: 14 October 2016

ID: G00298806

Analyst(s): Brian Blau , Tuong Nguyen , Anshul Gupta


User interfaces that facilitate human-machine interaction and experience with digital content will be essential to improve customer experience projects. Consumer electronic device product managers who integrate and optimize these UIs in 2017 will see better results from their CX projects.

Table Of Contents


Background and Context

  • User Interfaces
  • Conversational Agents
    • What Are They and Why They Are Important
    • When?
  • Immersive Technologies
    • What Are They and Why They Are Important
    • When?

The Impact

  • Conversational Agents: Who Will Be Impacted?
  • Immersive Technologies: Who Will Be Impacted?


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?

Purchase this Document

To purchase this document, you will need to register or sign in above

Become a client

Learn how to access this content as a Gartner client.