Gartner: Plan Now for Critical Shifts in Customer Interaction Patterns

Hindsight may be 20/20, but foresight is what gets you ahead in business. Are you dedicating enough time and resources to staying proactive? Tomorrow’s innovations are going to be filled with new technology, and that technology presents new challenges for how organizations will connect with their customers.

Gartner recently published a report on the anticipated (and critical) shifts in customer interaction patterns that will be occurring over the next five years. They’ve highlighted how emerging technology will enhance customer self-service and how that will reduce the number of interactions that commonly take place with human service representatives. The report includes advice on how to prepare for the shift in customer behavior as virtual assistants, IVR, and chatbots become the norm.

Some of their key findings include:

■ By 2022, 72% of customer interactions will involve an emerging technology such as machine-learning applications, chatbots or mobile messaging, up from 11% in 2017.

■ Through 2022, application leaders will face the task of onboarding 12 immature but rapidly improving customer interaction channels for CRM.

■ Though the proportion of phone-based communication will drop from 41% to 12% of overall customer service interactions, a human agent will still be involved in 44% of all interactions.

Stay informed on the latest trends affecting the customer service industry. Read more about how customer behaviors will change with new technology in Gartner’s Plan Now for Critical Shifts in Customer Interaction Patterns.

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