Gartner Research

The Future of the Customer Engagement Center

Published: 09 July 2019

ID: G00400248

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

Summary

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

Analysis

  • 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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