All rights reserved. From those that deliver on. For example, it can reach and connect all departments to synchronize marketing, sales and customer service processes. Service leaders are optimistic about technology and committing investment to it. 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. These include technologies such as workforce management/scheduling software, assistance and task management, learning management systems and unified communications. Customer service analytics is the combination of interaction analytics (desktop, speech and text), customer journey analytics and next best action analytics that collectively surfaces real-time and historical insight into the customer service experience. This means customer service and support leaders are wise to expect relatively lower ROI during the first two years of deployment. For instance, by 2025, customer service organisations with access to multichannel, AI engagement platforms could achieve up to 25% better operational efficiency. This Gartner 2020 Magic Quadrant … 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. 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. The Gartner Hype Cycle for Customer Service and Support Technologies, 2019, describes the most critical technologies for supporting customers as they seek answers, advice or resolutions to problems, either through a variety of interaction channels or enabling customer-facing employees to deliver … 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, Bots Gain Importance in Gartner Service Technologies Bullseye, Hype Cycle for Customer Service and Support Technology, 2020, 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. “Operational and technology silos will remain a norm that large enterprises must confront,” says Kraus. “Organizations’ customer experience priorities have changed in response to the COVID-19 pandemic,” says Drew Kraus, VP Analyst, Gartner. It’s a great read for anyone interested in the trends and technologies in customer service and support. A recent survey of nearly 250 customer service and support leaders across the globe revealed five emerging trends in technology adoption and where service organizations are getting the most return on investments (ROI) today, according to Gartner, Inc. “Technology plays an integral role in the operations and future strategy of service organizations — from self-service … Talkdesk, Inc., the cloud contact center for innovative enterprises, announced its recognition as a Leader by Gartner in the inaugural multi-regional 2020 Magic Quadrant for Contact Center as a Service (CCaaS). Get actionable advice in 60 minutes from the world's most respected experts. Service technologies that have been deployed for more than two years deliver the most value. Returns aren’t immediate. 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. So, we saw increasing demand for self-service, automation, and the ability to support a work from home workforce, including those in customer service. Gartner is the world’s leading research and advisory company. 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. We know that customer engagement is at the forefront of conversation in the customer service space,… Analyst papers; Gartner; Trends … Systematically deliver customer value in a way that drives customer loyalty and retention, and boosts wallet share and word of mouth. These include technologies such as workforce management/scheduling software, assistance and task management, learning management systems and unified communications. Marketing Technology … 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. Virtual customer assistants differ from chatbots — they require more infrastructure, have memory and form relationships with customers. Learn more: About the Gartner Hype Cycle Methodology. New Research Reveals What Technologies Are Having the Most Impact on Service Organizations Worldwide. This is evident in the increased use of technologies by 55% of respondents, up 10% from 2018. Already in use in customer service, chatbots played a strategic role in some companies’ responses to COVID-19. Gartner performed a rigorous evaluation of 13 global contact center vendors for Completeness of Vision … AI will develop within the customer service space. 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 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. Gartner Predicts 2015: Weak Mobile Customer Service Is Harming Customer Engagement . 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. 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. Be mobile first. Gartner's latest customer service best practices, strategies, insights, and tools that will help to address your mission-critical priorities. “However, a focus on the emerging CEH will foster personalized and consistent engagement with customers, while gaining agreement from both IT and business functions.”. On Gartner Peer Insights, the service … Gartner for Customer Service & Support | 362 followers on LinkedIn | Deliver a seamless customer service experience backed by research, advice and best practices. This plays on … All rights reserved. Chatbots vary in sophistication from simple, decision-tree-based marketing stunts to implementations built on feature-rich platforms. Gartner's research helps you cut through the complexity and deliver the knowledge you need to make the right decisions quickly, and with confidence. The percentage of technologies fully deployed increased from 45% in 2018 to 55% in 2019, “Service leaders are backing their optimism with steady investments in established and emerging technologies, both customer-facing technologies and those that help streamline back-end processes,” says Lauren Villeneuve, Senior Principal, Advisory, Gartner. A customer engagement hub (CEH) is an architectural framework that ties multiple systems together to engage customers optimally. The Gartner Technology Trends in Service 2020 report reveals that the most active areas of investment and deployment aren’t necessarily the technologies that service leaders have identified as the most valuable. 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. Deployment of technologies has increased to 55% of respondents, up 10% from 2018. Explore Now! Read more: Bots Gain Importance in Gartner Service Technologies Bullseye. Customer service and support leaders report seeing the highest ROI — current and anticipated — from technologies that support back-office operations and optimize rep performance. Customer analytics and continuous experience. , and channel optimization, according to Gartner. According to Conversocial, … The company was positioned the highest overall for its ability to execute. Investments continue to grow in web chat, chatbots/virtual customer assistants (VCAs) and video conferencing, as well as technologies that optimize channels, such as search engine optimization, voice biometrics and co-browsing/collaborative interfaces. “As they continue to invest, it’s critical for service leaders to know which technologies to invest in and when, especially amid ever-tightening budgets.”, Customer Service & SupportDrive Customer Loyalty with Service InteractionsSystematically deliver customer value in a way that drives customer loyalty and retention, and boosts wallet share and word of mouth.Download eBook. Learn key trends to help customer service and support leaders create an actionable and effective proactive customer service plan. We use cookies to deliver the best possible experience on our website. The Customer Service Industry is Evolving According to Gartner, there are many major factors driving the evolution of customer service tech. Then they can better analyze investments that will provide a consistent, effortless, intelligent and personalized customer service experience to meet their CX goals.”. Overall, these insights can be used to help manage brand perceptions, understand the customer experience and develop future customer engagement strategies. How proactive service impacts customer service outcomes including customer effort, value of the service provided and satisfaction; Key trends to help customer service and support leaders create an actionable and effective proactive customer service … As per Global Market Insights, “The overall … “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. Last week, Gartner, Inc. announced its top nine strategic technology trends for 2021. to those that enhance the digital experience, new technologies play an integral role in the operations and future strategy of customer service organizations today. Investments continue to grow in web chat. Keep pace with the latest issues that impact business. Adoption of customer service and support technologies continues to rise, even as budgets tighten. TX takes multiexperience and extends it across user experiences, from customers to employees, in a mobile and distributed … Customer service and support leaders report seeing the highest ROI — current and anticipated — from technologies that support back-office operations and. Evolve IP, the world's leading provider of Work Anywhere solutions, announced that Gartner has named it to the Magic Quadrant for Contact Center as a Service. Gartner Magic Quadrant for the CRM Customer Engagement Center, 04 June 2020, Brian Manusama, Nadine LeBlanc. Voice-of-the-customer (VoC) solutions combine multiple, traditionally siloed technologies associated with the capture, storage and analysis of direct and indirect customer feedback. 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). Customer experience will rise to the top of the marketing agenda. Keep pace with the latest issues that impact business. We believe the Gartner Magic Quadrant for the CRM Customer Engagement Center report provides valuable information for business leaders who seek technology solutions for … Every year, Gartner conducts a thorough analysis of service providers in the customer service and support application space. This holistic approach ensures that the right insight gets to the right employees at the right time. 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