Gartner Research

Leverage Blockchain Beyond Cryptocurrency for Long-Term CRM and Customer Experience Success

Published: 26 March 2018

ID: G00348543

Analyst(s): Bart Willemsen , Nadine LeBlanc


Few organizations will achieve short-term transformation by using blockchain conventionally. With blockchain innovation, however, application leaders supporting CRM and customer experience can differentiate customer experience beyond organizational boundaries — while complying with regulations.

Table Of Contents
  • Impacts


Impacts and Recommendations

  • 1. Blockchain Technology Could Ignite the Decentralization of CX
  • 2. Using Blockchain to Interact With Customers Requires New Ways to Mitigate Security and Privacy Risks
  • 3. Decentralized Authority Models Introduce Alternative Methods of Tracking and Managing Certain Customer Data

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