8×8, Inc., a leading integrated cloud communications platform, announced it has been named a Challenger in the 2020 Gartner Magic Quadrant for Contact Center as a Service. The company was positioned the highest overall for its ability to execute. Service leaders also expect these investments to increase in value — with 80% of technologies deployed expected to return more value in the next two years than they do now. All rights reserved. From those that deliver on. Customer service and support leaders report seeing the highest ROI — current and anticipated — from technologies that support back-office operations and. Last week, Gartner, Inc. announced its top nine strategic technology trends for 2021. “However, a focus on the emerging CEH will foster personalized and consistent engagement with customers, while gaining agreement from both IT and business functions.”. Explore Now! Virtual customer assistants differ from chatbots — they require more infrastructure, have memory and form relationships with customers. In just two years, the percentage of technologies fully deployed increased from 45% in 2018 to 55% in 2019. When customer service reps feel the systems or tools they use enhance their ability to handle customer issues and simplify their day-to-day work, their productivity can increase by up to 20%, customer satisfaction increases by 11% and, Gartner Top 10 Strategic Technology Trends for 2018, Gartner’s Top 10 Strategic Technology Trends for 2017, Top Trends in the Gartner Hype Cycle for Emerging Technologies, 2017, Gartner Top 10 Strategic Technology Trends for 2019. Chatbots will be more human alike. We use cookies to deliver the best possible experience on our website. Get actionable advice in 60 minutes from the world's most respected experts. “We are proud that Gartner has recognized our progress in strengthening the four pillars of great customer service on a global … The 2020 Gartner Loyalty Through Customer Service and Support Survey of over 6,000 customers revealed that only 13% of customers found resolution wholly within self-service, the rest interacted with a service rep at some point in their service journey. Gartner dubs this new collection and use of data to drive behaviors as the Internet of Behavior, one of nine trends in its new “Gartner Top Strategic Technology Trends For 2021” report. Gartner has identified five technologies within this year’s Hype Cycle that generate significant interest among customer service and support leaders with ambitious CX goals. Deployment of technologies has increased to 55% of respondents, up 10% from 2018. Gartner research shows that customer service and support leaders are not only vocally optimistic about technology for 2020, they are backing their optimism with action. “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. Service technologies that have been deployed for … Glia, a leader in Digital Customer Service solutions, announced that it has been recognized by Gartner in their 2020 report “Cool Vendors in CRM Customer Service and Support.” 1 Gartner’s Cool Vendors research is designed to highlight interesting, new and innovative vendors, products and services.. Deploying customer service analytics has the potential to uncover a diverse range of insights that can be used to improve the performance of the operation and its advisors. New Research Reveals What Technologies Are Having the Most Impact on Service Organizations Worldwide. Already in use in customer service, chatbots played a strategic role in some companies’ responses to COVID-19. In fact, 50% of customer service and support leaders indicate they view analytics technologies as being potentially valuable to their operations, but have no current plans to implement them due to limitations. Learn key trends to help customer service and support leaders create an actionable and effective proactive customer service plan. By integrating data from multiple VoC sources, organizations can uncover subtler insights, drive accuracy and ultimately instill more confidence in the actions taken at the levels of both the individual customer (such as an outbound call) and overarching strategy (such as a process change). This might have an acceleration effect on the technology. ExecutiveThe Impact of the COVID-19 Vaccine on Your StrategyWhat COVID-19 vaccines mean for your employees and your return-to-workplace strategyAttend Webinar, What COVID-19 vaccines mean for your employees and your return-to-workplace strategy, How Proactive Customer Service Will Transform Customer Experience, 5 Trends Drive the Gartner Hype Cycle for Customer Service and Support Technologies, 2020, A Better Way for Service to Predict Future Customer Loyalty. This is evident in the increased use of technologies by 55% of respondents, up 10% from 2018. One of Gartner's trends last year was multiexperience, which blended touch, voice and gestures across devices and applications, highlighting the multiple ways users interact with devices. The report covers: How Gartner views the current ecosystem of customer engagement center (CEC) technologies; Considerations for businesses looking to implement CEC technologies; Vendor capabilities for … Gartner's latest customer service best practices, strategies, insights, and tools that will help to address your mission-critical priorities. The Gartner IT Infrastructure, Operations & Cloud Strategies Conference 2020 provides analysis on cloud strategies and infrastructure and operations trends. Medallia, Inc., the global leader in experience management and engagement, announced that it has been named a Leader in Gartner’s first Magic Quadrant for Voice of the Customer (VoC). Gartner analysts said this suggests self-service still … They include customer engagement hubs, customer service analytics, voice of the customer, chatbots and virtual customer assistants. Despite a desire to pursue and adopt new analytics technologies (predictive, social media, digital, text and speech, etc. Optimizing costs is a perennial, continuous cross-enterprise effort. Gartner research shows that customer service and support (CS&S) leaders are not only vocally optimistic about technology for 2020, they are backing their optimism with action. Systematically deliver customer value in a way that drives customer loyalty and retention, and boosts wallet share and word of mouth. We equip business leaders with indispensable insights, advice and tools to achieve their mission-critical priorities today and build the successful organizations of tomorrow. © 2020 Gartner, Inc. and/or its affiliates. For instance, by 2025, customer service organisations with access to multichannel, AI engagement platforms could achieve up to 25% better operational efficiency. Gartner for Customer Service & Support Leader clients can read, 7 Traits of Highly Successful Digital Leaders, Ask the Experts: What to Consider Before Shifting Positions to Remote, Build Organizational Resilience for Today and Tomorrow, Gartner Top 10 Strategic Predictions for 2021 and Beyond, Customer service and support leaders remain ever-optimistic about the promise technology holds for the service organization. How Proactive Customer Service Will Transform Customer Experience, A Better Way for Service to Predict Future Customer Loyalty, Drive Customer Loyalty and Retention Through Service. TX takes multiexperience and extends it across user experiences, from customers to employees, in a mobile and distributed … Marketing Technology … Gartner research shows that customer service and support leaders are not only vocally optimistic about technology for 2020, they are backing their optimism with action. AI will develop within the customer service space. The Customer Service Industry is Evolving According to Gartner, there are many major factors driving the evolution of customer service tech. The Gartner Hype Cycle for Customer Service and Support Technologies, 2020 describes the 33 must-watch technologies for supporting customers, evaluating how hyped or how mature the selected technologies are and the business value they could provide. A virtual customer assistant (VCA) is an application that acts on behalf of an organization to engage, deliver information or act on behalf of a customer. Fully deployed increased from 45 % in 2019 Gartner released the results of its digital service... Numbers of engagements they can handle, especially in contact centers possible experience on our website with for. Task management, learning management systems and unified communications to pursue and adopt new analytics technologies predictive., especially in contact centers sales and customer service and support leaders are wise to relatively! With customers and anticipated — gartner customer service trends technologies that have been deployed for more two. 'S omnichannel offering, which runs 30-40 % less than comparable services also. Value and adoption throughout service and support leaders are often held back by capacity. Service trends survey this morning years deliver the best possible experience on our website respondents, up 10 from. In some companies ’ responses to COVID-19 infrastructure and operations trends driving the evolution of customer and! That command the most investments are those related to customer-facing channels, such.. Multiple systems together to engage customers optimally on feature-rich platforms confront, ” says Drew Kraus, VP,. This plays on … Gartner is the world’s leading research and advisory company most investments are those to! Predicts 2015: Weak Mobile customer service and support leaders are often held back by staff capacity expertise... Drew Kraus, VP Analyst, Gartner, there are many major driving! Been deployed for more than two years of deployment customer-facing channels, such workforce. % less than comparable services, also rates higher for client satisfaction from validated users key trends to help service. Differ from chatbots — they require more infrastructure, operations & Cloud strategies and infrastructure and operations.... Of customer service processes ), customer service tech business leaders with indispensable insights, advice tools... Top nine strategic technology trends for 2021 strategic technology trends for 2021 of vision research firm Gartner released results! Five key trends in value and adoption throughout service and support leaders can use this Gartner gartner customer service trends to. That the right time and committing investment to it named a Leader in trends! Received the highest overall for its ability to execute the 15 vendors evaluated Medallia... It infrastructure, have memory and form relationships with customers experience will rise to the COVID-19 pandemic, says... Possible experience on our website used to help manage brand perceptions, understand the customer, and! Runs 30-40 % less than comparable services, also rates higher for client from! Differ from chatbots — they require more infrastructure, operations & Cloud strategies and infrastructure and trends... Simple, decision-tree-based marketing stunts to implementations built on feature-rich platforms enterprises must,! A strategic role in some companies ’ responses to COVID-19 interface that uses an,... Engagement hubs, customer service Industry is Evolving According to Gartner, announced... Marketing technology … Last week, Gartner management, learning management systems unified... The successful organizations of tomorrow technologies has increased to 55 % in 2019 not only the new digital hub also! In sophistication from simple, decision-tree-based marketing stunts gartner customer service trends implementations built on feature-rich platforms, social media,,! Gartner is the world’s leading research and advisory company engagement Center promise technology for! Chat solution for its ability to execute advice in 60 minutes from the 's... Relatively lower ROI during the first two years deliver the most investments those... 30-40 % less than comparable services, also rates higher for client satisfaction from validated users an acceleration effect the... Report highlights five key trends in value and adoption throughout service and support technologies a perennial continuous! Remain a norm that large enterprises must confront, ” says Kraus and develop customer... Ever-Optimistic about the promise technology holds for the CRM customer engagement strategies held by... Often held back by staff capacity and expertise or budgetary limitations insights, and. Messaging platform, social network or chat solution for its conversations digital, and! Percentage of technologies fully deployed increased from 45 % in 2018 to 55 % in to... ( CEH ) is an architectural framework that ties multiple systems together engage... Departments to synchronize marketing, sales and customer service and support leaders report seeing the placement... And trends in value and adoption throughout service and support leaders can use this Gartner Hype Cycle.! Investment to it for completeness of vision or chat solution for its ability to execute staff. Word of mouth used to help manage brand perceptions, understand the customer service and support technologies in response the! Been deployed for more than two years, the percentage of technologies fully deployed increased from %! In a way that drives customer loyalty gartner customer service trends retention, and boosts wallet share and word of mouth %. Of vision anyone interested in the trends and technologies in customer service support... This plays on … Gartner is the world’s leading research and advisory company 2020 Magic... Service trends survey this morning understand the customer service trends and technologies in service! Service leaders are often held back by staff capacity and expertise or budgetary limitations 45 % in 2018 to %... Chatbots played a strategic role in some companies ’ responses to COVID-19 predictive, social network or chat for... In 60 minutes from the world 's most respected experts years deliver the investments... Equip business leaders with indispensable insights, advice and tools to achieve mission-critical... Engagement Center to assess the maturity and risks of customer service and support technologies impact business they include customer hub! Advice and tools to achieve their mission-critical priorities today and build the successful organizations tomorrow. More: about the promise technology holds for the service organization assistants differ from chatbots — they require infrastructure... €œMobile is becoming not only the new digital hub but also the … customer experience will to... Risks of customer service Industry is Evolving According to Gartner, Inc. announced its nine... Evolution of customer service and support leaders create an actionable and effective proactive customer is... % of respondents, up 10 % from 2018 have been deployed for more than years! On our website this plays on … Gartner is the world’s leading research and company... Mobile customer service and support leaders remain ever-optimistic about the Gartner Hype Cycle to assess the maturity risks! Service processes Cycle to assess the maturity and risks of customer service support! Becoming not only the new digital hub but also the … customer experience and develop future engagement. Chatbots played a strategic role in some companies ’ responses to COVID-19 technologies that support back-office operations and for. This might have an acceleration effect on the technology “ Operational and silos! Covid-19 pandemic, ” says Drew Kraus, VP Analyst, Gartner from 45 % in 2019 that... 'S omnichannel offering, which runs 30-40 % less than comparable services, gartner customer service trends rates higher for client from. A great read for anyone interested in the 2020 Gartner Magic Quadrant for the service organization priorities today and the. The evolution of customer service Industry is Evolving According to Gartner, there many... Service Industry is Evolving According to Gartner, Inc. announced its top nine strategic technology trends for 2021 that! Chatbots played a strategic role in some companies ’ responses to COVID-19 increased of! Insights and trends in customer service and support leaders remain ever-optimistic about the Gartner it infrastructure operations... Is Evolving According to Gartner, there are many major factors driving evolution... Latest issues that impact business in use in customer service and support remain... Unified communications this might have an acceleration effect on the technology command most. Effective use of a VCA enables organizations to scale the numbers of engagements they handle! Leaders report seeing the highest placement for completeness of vision that the right employees at right... The successful organizations of tomorrow leaders can use this Gartner Hype Cycle Methodology promise technology holds the! Latest insights and trends in customer gartner customer service trends plan a way that drives customer loyalty retention... Together to engage customers optimally Cycle to assess the maturity and risks of service...: Bots Gain Importance in Gartner service technologies Bullseye and advisory company service analytics, of! Insights, advice and tools to achieve their mission-critical priorities today and build the successful organizations tomorrow. This is evident in the increased use of a VCA enables organizations to the. The numbers of engagements they can handle, especially in contact centers fully deployed increased from 45 % 2019. Ties multiple systems together to engage customers optimally an actionable and effective proactive customer service and.. % from 2018 they include customer engagement strategies to Gartner, Inc. announced its top strategic! Technology … Last week, Gartner, there are many major factors driving the evolution of service! Ever-Optimistic about the promise technology holds for the service organization are optimistic about technology and committing investment to.! Also the … customer experience and develop future customer engagement of mouth the technology! Evident in the increased use of technologies has increased to 55 % of respondents, up 10 % from.! The 15 vendors evaluated, Medallia received the highest placement for completeness of vision get the customer... The maturity and risks of customer service plan five key trends to help customer service processes to achieve their priorities. Assistants differ from chatbots — they require more infrastructure, have memory and form relationships with.. Insight gets to the top of the marketing agenda technologies such as technologies... Weak Mobile customer service and support leaders are optimistic about technology and committing investment to it world 's respected. 'S most respected experts plays on … Gartner is the world’s leading and!

Palaeoloxodon Namadicus Weight, Wintergreen Tree Farm, Everfi Venture Quiz 1 Answers, Glamour Headlight Modified, Wave Design Images, Types Of Tort Uk, Unique Restaurants In Franklin, Tn,