Gartner Research

Market Trends: Introducing the Five-Competency Model for Unifying Customer Experience Management

Published: 13 January 2017

ID: G00319150

Analyst(s): Julian Poulter

Summary

Gartner's model provides a framework for technology product management leaders targeting CRM and other customer-facing applications to validate their current and future product capabilities with respect to the shift toward unified customer experience management.

Table Of Contents

Introduction

Market Trend

  • The Customer and Customer-Facing Apps Are the Top Priorities
    • Customer Experience Is Broader Than CRM, but CRM Is the Core Component of Customer Experience
  • Buyer Trend
    • Buyers Are Moving Strongly to Differentiate Through Customer Experience
  • Technology Trend
  • The Five Core Competencies to Unify Customer Experience Management
    • Data and Data Management
    • Intelligence
    • Platforms and Ecosystems
    • Content Management and Delivery
    • User Roles and Channels
  • Using the Model and Recommendations
    • How to Use the Model

Contrarian View

  • Siloed Approaches to CRM Continue

Vendors to Watch

  • Microsoft
  • Oracle
  • Salesforce
  • Other Vendors
    • XpertRule Software

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