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

Summary

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

Analysis

  • 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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