Gartner Research

AI Will Enable Omnichannel to Evolve Into a Postchannel Customer Experience

Published: 13 December 2017

ID: G00329642

Analyst(s): Michael Maoz


IT leaders working on CRM projects directed at the customer experience should consider the revolutionary shift in customer expectation: the postchannel experience. Capitalizing on this unique moment requires a deep understanding of how the transformation is unfolding.

Table Of Contents


  • What You Need to Know
  • Shift Your Approach to AI to the Key Customer Engagement Processes and Supporting Activities
  • Align Engagement Technologies for Each Process and Define the Information and Intelligence Required
  • Align Your Talent Strategy With the New Skills Needed to Manage Advanced Customer Engagement Processes
  • Assess What a Core Vendor Can Provide and What Should Be Sourced From its Partners

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