Gartner Research

Plan Now for Critical Shifts in Customer Interaction Patterns

Published: 27 June 2017

ID: G00331878

Analyst(s): Michael Maoz

Summary

With traditional conversations with human agents now seen as reactionary, the hype surrounding new CRM engagement methods such as AI, chatbots and social media is at a peak. Application leaders' timing and sequencing of channel investments for customer service will be key.

Table Of Contents

Analysis

  • Shrinking Customer Service Channels
  • Growing Customer Service Channels
  • Blended Customer Service Channels Will Emerge

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