Gartner Research

China Summary Translation: 'Hype Cycle for CRM Customer Service and Customer Engagement, 2017'

Published: 03 January 2018

ID: G00342874

Analyst(s): Olive Huang , Michael Maoz


With AI, chatbots, mobile messaging and IoT on the rise, customer service and support technologies are recognized by application, business and IT leaders as increasingly essential to customer experience. This Hype Cycle helps IT leaders assess the maturity and risks of these technologies.

Table Of Contents


  • 战略规划假设
  • 分析
    • 企业需要知道什么
    • 技术成熟度曲线

Hype Cycle for CRM Customer Service and Customer Engagement, 2017


  • What You Need to Know
  • The Hype Cycle
  • The Priority Matrix
  • Off the Hype Cycle
  • On the Rise
    • Blockchain for Customer Service
    • E-Labeling
    • Field Service Drones
    • Things as Customers
    • Augmented Reality for Customer Support
    • Infonomics
    • Workforce Engagement Management
    • Collaborative Customer Interfaces
    • Voice-Driven Customer Service Apps
    • Chatbots
    • Consumer Messaging Applications for CRM
    • Customer Engagement Hub
    • Customer Psychographics
    • 360-Degree View
  • At the Peak
    • Customer Journey Analytics
    • Digital Experience Platforms
    • IoT for Customer Service
    • MDM and Social Data
    • Emotion Detection/Recognition
    • Expertise Location and Management
    • Video Chat for Customer Service
    • Voice of the Customer
    • BPM for Customer Service and Support
    • In-App Mobile Customer Service
    • Customer Engagement Center Interaction Analytics
  • Sliding Into the Trough
    • Analytics for Customer Intelligence
    • Recorded Video Customer Service
    • Virtual Customer Assistants
    • Knowledge Management for Customer Service
    • Mobile Field Service Management
    • Speech Analytics
    • Cloud-Based Customer Engagement Center
    • Social for CRM: Social Feedback Management
    • Customer Self-Service Suites
    • Enterprise Feedback Management
  • Climbing the Slope
    • Customer Engagement Center Performance Management
    • Field Service Workforce Optimization
    • MDM of Customer Data
    • On-Premises Customer Service Apps
    • External P2P Communities
    • Social Media Engagement Applications
    • Customer Engagement Center Quality Management
    • Work at Home — CM BPO
  • Entering the Plateau
    • Comprehensive CM BPO
    • Customer Engagement Center Workforce Management
  • Appendixes
    • Hype Cycle Phases, Benefit Ratings and Maturity Levels

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