Gartner Research

Predicts 2018: CRM Customer Service and Customer Engagement

Published: 07 December 2017

ID: G00344423

Analyst(s): Jim Robinson , Olive Huang , Jim Davies , Bern Elliot , Nadine LeBlanc , Michael Maoz , Jenny Sussin , Brian Manusama


Generational shifts in expectations for better customer service and engagement will severely challenge enterprises. Application leaders must understand emerging trends such as new engagement channels, hype around AI and security, and critical decisions on the right level of human support.

Table Of Contents


  • What You Need to Know
  • Strategic Planning Assumptions
    • Replay Prediction
  • A Look Back

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