If you have an ambitious CX goal, you would be paying attention to the top five technologies within the Gartner Hype Cycle for customer experience generating significant interest.
Gartner called upon enterprises to scrutinize technology investments for their ability to deliver on customer experience (CX) goals.
The analyst firm identified 33 must-watch technologies on the Hype Cycle for Customer Service and Support Technologies, 2020.
The Top 5 Technologies Gaining Significant Attention
- Customer Engagement Hubs
- Customer Service Analytics
- Voice of the Customer
- Chatbots, and
- Virtual Customer Assistants
Customer Engagement Hubs (CEH)
Gartner defines CEH an architectural framework that ties multiple systems together to engage customers optimally.
The CEH facilitates proactive and reactive communication, as well as personalized, contextual customer engagement across all interaction channels. This could be using humans, artificial agents or sensors, across all interaction channels.
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Customer Service Analytics
A combination of interaction analytics, customer journey analytics and next best action analytics, Customer service analytics helps provide real-time and historical insight into the customer service experience.
As many enterprises are tracking Net Promoter Score (NPS) as a critical benchmark to understand and evaluate CX, the deployment of customer service analytics has the potential to uncover a diverse range of insights.
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Voice of Customer (VoC) Solutions
Seasoned analysts know the only truth that matters is the Customer’s Voice. Quite obviously, VoC Solutions are critical to getting a holistic picture combining 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 and drive accuracy.
Organisations should view customer experience technologies as an integrated ecosystem of functionality, rather than as a set of separate, compartmentalized systems.
Gartner’s Customer Service & Support practice
Chatbots and Virtual Customer Assistants (VCAs)
As customer interactions move away from over the counter model to an online world, usage of Chatbots and VCA’s have increased amid the pandemic.
Chatbots are already deployed in customer service, particularly in response to COVID, says Gartner. Expect chatbots deployment to grow further.
Analyse investments that will provide consistent, effortless, intelligent and holistic customer service experience
VCA is an application that acts on behalf of an organization to engage, deliver information and/or act on behalf of a customer.
The effective use of a VCA allows organizations to scale the numbers of engagements they can handle, especially in the contact centre.
The use of a voice-enabled VCA in a kiosk or automated teller machine can alleviate the need for typed interventions, and it can help create an interesting interaction for non-traditional audiences.
