Gartner Predicts 2016: CRM Customer Service and Support

Published December 30, 2015
Last modified December 30, 2015

In 2015, industry leaders were challenged to innovate and engage customers across all support channels: mobile, social, phone, chat, email, self-service, in-app, IoT, and more. 2016 and beyond are shaping up to be even more challenging and complex.

How can leaders in customer service choose the right projects, stay focused, and continue to innovate in the future?

Access your complimentary copy of the Gartner Predicts 2016: CRM Customer Service and Support report to read Gartner's predictions, analysis, strategic planning assumptions, and recommendations in areas that promise to dominate the landscape into 2018, including:

  • The mobile customer service experience
  • Voice of the customer
  • Understanding customer intent
  • The Internet of Things (IoT)

This report is no longer available for complimentary download. Read more about this and other Gartner research on the Gartner website.

You might also like: Gartner’s 2016 Magic Quadrant for the CRM Customer Engagement Center

Gartner Predicts 2016: CRM Customer Service and Support, M. Maoz, J. Davies, J. Sussin, O. Huang, and B. Manusama, 17 November 2015.

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