![]() ![]() Read More: SalesTechStar Interview with Kurt W. 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. Customer Engagement Hubs, Customer Service Analytics, Voice of the Customer, Chatbots and Virtual Customer Assistants are Gaining Significant Attention in Optimizing the Service ExperienceĬustomer service and support leaders must scrutinize all technology investments for their ability to deliver on customer experience (CX) goals, according to Gartner, Inc. Gartner identified 33 must-watch technologies on the Hype Cycle for Customer Service and Support Technologies, 2020.
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