Gartner Research

Predicts 2019: CRM Customer Service and Support

Published: 13 December 2018

ID: G00373532

Analyst(s): Jim Davies , Jenny Sussin , Olive Huang , Nadine LeBlanc , Brian Manusama , Steve Blood , Jim Robinson , Simon Harrison

Summary

New digital business models and improved AI maturity are profoundly changing how organizations serve and engage their customers, and how they manage their customer service team. Application leaders supporting customer service must understand these trends to keep their technology roadmaps up to date.

Table Of Contents

Analysis

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

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