Gartner Research

Market Trends: Driving Customer Management Business Growth Through 2019

Published: 06 November 2017

ID: G00328864

Analyst(s): TJ Singh


Customer management business process services are rapidly growing, induced by functional and process complexity; innovation delivered via scalable methods; and improving customer experience. Technology strategic planners should exploit these trends to generate profitable opportunities.

Table Of Contents


Market Trend

  • Mobile Apps (In-App Services) and Legacy Chat Services to Make Way for Visual IVR, Video Chat and Virtual Assistants
  • Moving the Focus From Customer Experience to ROI and Talent Management — A Balanced View
  • Market Structure Trend
    • Market Evolution Drives M&A in CM BPO to Focus on Digital, Automation and Analytics Services

Contrarian View

  • If Global Protectionism Continues and Geopolitical Conflicts Expand, These Trends Change

Vendors to Watch

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