Gartner Research

2019 Strategic Roadmap for Customer Service and Support Technologies

Published: 07 May 2019

ID: G00389251

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


Native AI within applications and an evolved orchestration ecosystem are forming the basis of future customer service and support technologies. Application leaders supporting customer service must establish a five-year roadmap to deliver the effortless customer service experiences of the future.

Table Of Contents


  • Increasing Variety of Complex Yet Overlapping Customer Service and Support Technologies
  • Continuous Shift in Customer and Employee Demands
  • Role of CSS in a Customer-Experience-Focused World
  • Future State
    • The Customer Engagement Hub Will Be the Ultimate Outcome of Consolidation of a Disparate CSS Solution Landscape
    • CSS Organizations Will Embrace the Concept of We-Working
    • The Use of AI and ML Will Make CSS Significantly More Efficient
    • Orchestration of Data and Processes Will Make the CSS Organization Proactive
    • CSS Organizations Will Create or Be Part of a Connected Customer Service Ecosystem
  • Current State
    • CSS Operations Rely on Many Applications to Provide Service
    • CSRs in Customer Engagement Centers Still Primarily Work in Isolation
    • The Customer Experience Often Depends on Which Employee the Customer Engages With
    • Reactive Inbound-Oriented Customer Service in Disjointed Channels
  • Gap Analysis and Interdependencies
  • Migration Plan
    • Higher Priority
    • Medium Priority
    • Lower Priority

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