Gartner Research

Alternative Channels for Engaging Customers of the Future

Published: 07 June 2017

ID: G00326391

Analyst(s): Nadine LeBlanc , Pete Basiliere , Jim Hare , Jenny Sussin , Marty Resnick , Jim Robinson , Van Baker , Jessica Ekholm , Michelle Duerst , Melissa Davis , Olive Huang , Anthony Mullen , Bern Elliot , Stephen Smith , Adnan Zijadic


There is no shortage of ways for organizations to interact with customers today and, moving forward, there will be even more. Application leaders supporting customer experience will need to identify and prioritize the next-best channels for engaging customers of today and of the future.

Table Of Contents


  • Introduction
  • Augmented Reality
  • Blockchain
  • Brain-Computer Interface
  • Co-Browsing
  • Consumer Messaging Apps
  • Customer Content Creation Platforms
  • E-Labels
  • Holograms
  • Internet of Things
  • Gesture Control
  • SMS
  • Spatial Hearing
  • Virtual Personal Assistants
  • Virtual Reality
  • Voice Biometrics
  • Summary

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