Gartner Predicts 2016: Peering into the future of customer service

Published January 6, 2016
Last modified May 21, 2020

Anyone get that crystal ball they wanted for Christmas? Anyone? Me neither.

Fortunately for those of us who still can’t see into the future, the CRM analysts at Gartner have set their sights on 2016 and beyond—all the way into 2018—and put together their predictions for customer service organizations.

In the report Predicts 2016: CRM Customer Service and Support, Gartner analysts outline their analysis, strategic planning assumptions, and recommendations in several areas that promise to dominate the CRM and customer service landscape in the next few years, including:

  • The Internet of Things (IoT) officially becomes a thing: In four years, there will be 25+ billion Internet-connected “things.”
  • Acronym alert: In the next year, many large organizations will begin working on a “customer engagement hub” or CEH.
  • Understanding customer intent: In the coming years, correctly balancing enterprise goals with customer expectations will become increasingly important.
  • Ignore mobile at your own peril: Customer service via mobile devices and apps is still a poor experience and must improve in the coming years.

We don’t want you to start out the year flying blind, so we’re offering Gartner’s Predicts 2016: CRM Customer Service and Support report for complimentary download for a limited time.

Let us know what you think! Do these predictions match your plans to improve customer engagement in 2016?

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

2015 Gartner, Inc. and/or its affiliates. All rights reserved.