Gartner’s 5 key emerging technologies and their impact on customer experience

Keeping up with the latest CX technologies can feel like an impossible task. With so many new technologies, platforms, and apps appearing every day, it’s challenging to know what’s just a passing fad and what could impact your organization’s customer experience strategy in a major way.

To help you identify what to focus on, take a look at a recent report from Gartner, 5 Key Emerging Technologies and Their Impact on Customer Experience. You’ll dive into recent survey results that reveal the top five emerging technology trends that organizations expect will have the biggest impact on customer experience projects in the next three years.

Key findings include:

  • Omnichannel customer engagement and artificial intelligence (AI) are expected to have a big impact on customer experience initiatives at organizations at the beginner levels of CX maturity
  • The Internet of Things (IoT) and AI concepts like virtual assistants are top emerging trends for organizations operating at middle to higher levels of CX maturity
  • The top five emerging trends that are expected to have the most impact on CX are interrelated and expected to usher in new types of continuous and adaptive customer experiences.

Gartner, 5 Key Emerging Technologies and Their Impact on Customer Experience, Don Scheibenreif, 8 August 2019

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