Gartner Research

The Future of the Customer Engagement Center

Published: 09 July 2019

ID: G00400248

Analyst(s): Nadine LeBlanc , Brian Manusama , Olive Huang


The future of the customer engagement center will revolve around supporting broader ambitions and ecosystems. Application leaders should use this report to explore four long-term scenarios for the customer engagement center to prevent disruption and sustain world-class customer service.

Table Of Contents


  • How Should Customer Service Organizations Prepare for the Future of CEC?
  • Interaction-Based CEC: Supporting a Service Function Toward Becoming a Profit Center
    • Looking Ahead: CEC Operational Excellence Meets Positively Surprising Moments
    • Looking Ahead: CEC Moving from Case to Conversation at Scale
  • Journey-Based CEC: Expanding Customer Journey Boundaries
    • Looking Ahead: CEC Supporting Things as Customer and Customer Consortiums
  • Utility-Based CEC: Providing Customer Service as a Marketplace
    • Looking Ahead: A CEC Marketplace That Helps Seize Business Moments

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