Marketing

Study reveals 4 pillars driving tech innovation in customer service

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August 29, 2022

Getting connected, process orchestration, knowledge and insight, and resource management are the four driving forces when it comes to tech innovation in customer service and support organizations, according to a Gartner Hype Cycle for CSS Technologies 2022 report.

Getting connected focuses on delivering a channel-agnostic, architected design to create customer service journeys, including intelligent self-service. Process orchestration supports increasingly complex and personalized customer engagements, often via automation. Knowledge and insight centers around the delivery of customer and operational insights and the recommendation of next best actions across all functional groups. Resource management consists of technologies that engage and empower employees, resulting in a stronger CX.

"Efforts to increase the use of digital channels and improve automation rates using analytics are driving customer service technology spending, despite economic headwinds," Drew Kraus, VP analyst at Gartner, said in a press release. "The technologies on this year's Hype Cycle aim to enhance customer service, create a more seamless customer journey and better design and direct future journeys."