![]() ![]() ![]() It enables proactive and reactive communication, as well as personalized, contextual customer engagement, using humans, artificial agents or sensors, across all interaction channels. They include customer engagement hubs, customer service analytics, voice of the customer, chatbots and virtual customer assistants.Ĭustomer engagement hubs (CEH): CEH is an architectural framework that ties multiple systems together to engage customers optimally. Gartner has identified five technologies within the Hype Cycle that are generating significant interest among customer service and support leaders with ambitious CX goals (see Figure 1). In doing so, they can better analyse investments that will provide consistent, effortless, intelligent and holistic customer service experience.' 'As a result, this year's Hype Cycle encourages service and support leaders to approach the broad range of service and support technologies as an integrated ecosystem of functionality, rather than as a set of separate, compartmentalized systems. ![]() 'Organizations' customer experience priorities have changed, not only from year to year, but also in response to the COVID-19 pandemic,' said Drew Kraus, vice president in Gartner's Customer Service & Support practice. Gartner identified 33 must-watch technologies on the Hype Cycle for Customer Service and Support Technologies, 2020. Customer service and support leaders must scrutinize all technology investments for their ability to deliver on customer experience (CX) goals, according to Gartner, Inc. ![]()
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