Gartner Research

Hype Cycle for CRM Customer Service and Customer Engagement, 2018

Published: 25 July 2018

ID: G00338779

Analyst(s): Olive Huang


Organizations pair employee engagement with technologies such as AI and IoT to deliver an intuitive postchannel customer experience and optimize business outcomes. This Hype Cycle helps application leaders assess the maturity and risks of these technologies.

Table Of Contents


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

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