Numerous technologies are necessary to create a leading customer service organization; however, each technology investment must be scrutinized for its ability to deliver on customer experience (CX) goals. The Gartner Hype Cycle for Customer Service and Support Technologies, 2020 describes the 33 must-watch technologies for supporting customers, evaluating how hyped or how mature the selected technologies are and the business value they could provide. “Organizations’ customer experience priorities have changed in response to the COVID-19 pandemic ,” says Drew Kraus , VP Analyst, Gartner. “As a result, this year’s Hype Cycle encourages service and support leaders to approach the broad range of service and support technologies as an integrated ecosystem of functionality.
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