Gartner Research

5 Key Emerging Technologies and Their Impact on Customer Experience

Published: 08 August 2019

ID: G00385532

Analyst(s): Don Scheibenreif


A Gartner survey identified the top emerging technologies that organizations expect will have the biggest impact on customer experience projects in the next three years. Application leaders supporting such initiatives should use this research to inform their strategic plans for CX.

Table Of Contents


  • Artificial Intelligence
  • Virtual Customer Assistants and Chatbots
  • Omnichannel Customer Engagement
  • Real-Time Event-Driven Application Architecture
  • Internet of Things

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