Gartner Research

Technologies for CRM and the Emerging Customer Engagement Hub

Published: 23 August 2017

ID: G00337847

Analyst(s): Michael Maoz, Olive Huang

Summary

Increased focus on improving the customer experience will force IT to find a way to build a customer engagement hub. Application leaders supporting customer experience will need to bridge organizational gaps and orchestrate multiple systems to ensure a consistent customer experience across channels.

Table Of Contents
  • Impacts

Analysis

  • Begin With Organizational Change to Meet Customer Expectations

Impacts and Recommendations

  • To build an integrated customer experience, application leaders supporting customer experience will need to build a CEH
  • To build an engaging customer experience, application leaders supporting customer experience will need to overcome departmental barriers and politics
    • Challenge No. 1
    • Challenge No. 2
    • Challenge No. 3
    • Challenge No. 4

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