Therefore, they require a positive working environment to remain invested and productive.Įxisting workforce optimization (WFO) applications focus largely on operational efficiency, e-learning and performance monitoring, but don’t address concerns related to employees’ well-being and engagement. As chatbots or VCAs now handle most mundane interactions, support reps are increasingly responsible for the more complex and emotional interactions with customers. The shift to hybrid contact centers highlighted a need to reimagine ways to onboard, evaluate and coach employees. 2: Workforce engagement management (WEM) applications It can enable organizations to deliver personalized, instantaneous and uninterrupted experiences to customers, mitigating the risk of disconnected conversations and high churn. It leverages conversational AI and intelligent automation, and it ensures seamless conversations across digital channels. However, too often, customer service has been focused on individual channels or applications in addition to traditional voice and IVR, thus overlooking the aggregate impact of the customer experience across the customer journey.ĭigital customer service focuses on end-to-end customer engagement. 1: Digital customer serviceĬustomers have high expectations for how they want to interact with organizations. “In order to deliver a more holistic customer experience (CX), it has become increasingly critical to view the broad range of CSS technologies as an integrated ecosystem rather than as a set of separate, stovepiped systems and evaluation processes,” says Drew Kraus, VP Analyst, Gartner.ĭownload now: Emerging Technologies in Customer Service and Support 5 key trends within customer service and support Trend No.
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They enable personalized and contextual customer engagement, improve the working environment for support reps and facilitate customer self-service interactions.
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The technologies featured on this year's Hype Cycle for Customer Service and Support Technologies largely fall into the aforementioned categories. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.Automation, contact center technology, proactive service and customer service analytics have become investment priorities for customer support and service (CSS) leaders as COVID-19 drives an increase in customer service demand. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. The Gartner document is available upon request from Resolve. as part of a larger research document and should be evaluated in the context of the entire document. This graphic was published by Gartner, Inc. and internationally and are used herein with permission. GARTNER and Hype Cycle are registered trademarks and service mark of Gartner, Inc. Attribution and disclaimers: Gartner, Hype Cycle for I&O Automation, 2021, 16 July 2021, By Chris Saunderson Grab your complimentary copy today and position your organization for greater success.
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GARTNER HYPE CYCLE 2021 HOW TO
How to view the evolving roles, skills and expectations of I&O staff and leadersĪutomation is a force multiplier for I&O leaders, facilitating speed to market and enabling enhanced business agility.Which technologies are vital to automation success today.The four forces driving I&O automation technologies.The 2021 Gartner Hype Cycle for I&O Automation answers these questions and more, offering a detailed roadmap for I&O professionals to follow to ensure automation success. To maximize efficiency, optimize costs and deliver more immediate and measurable value, I&O leaders must leverage the emerging technologies available within this ‘Hype Cycle.’īut which technologies should they focus on? More importantly, how much value can be derived from each innovation and when can one expect this promised value to be realized? Without question, automation is the impetus that drives digital initiatives and enables I&O to adapt to the pace and scale required to compete in the digital realm. Furthermore, 60% of I&O teams will use AI-augmented automation across enterprises, enabling greater IT productivity, agility and scalability." According to Gartner, "By 2025, 70% of organizations will complement continuous delivery of applications with continuous infrastructure automation to improve business agility.