Gartner Research

The Future of Customer Self-Service: The Digital Future Will Stall Without Customer-Led Automation

Published: 18 April 2019

ID: G00389102

Analyst(s): Nadine LeBlanc , Brian Manusama , Anthony Mullen


The digital future will stall without customer-led automation. Application leaders supporting long-term planning of customer self-service should use this report to explore the top two major trends driving the evolution of customer self-service, and the impact of the four scenarios we outline.

Table Of Contents


  • Overcoming Information Overload: The Rise of AI Led by Customers
    • Four Scenarios Represent the Future of Customer Self-Service
    • Foundational Technologies Are in Place to Enable These Scenarios
  • The Digital Future Will Stall Without Customer-Led Automation

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