Emerging Trends in Customer Service Technologies

Improve customer service management through technology

Keeping up with the latest customer service trends

Customer service is an innovation hotbed. However, the pace of customer service technology trends threatens even the most progressive service leaders, who struggle to develop a coherent technology strategy and drive customer success outcomes. 

A scatter plot of trending topics by business priority and preparedness.

Download the Service Technologies Bullseye

Get a comprehensive picture of the state of technology across the service organisation

By clicking the "Continue" button, you are agreeing to the Gartner Terms of Use and Privacy Policy.

Contact Information

All fields are required.

  • Step 2 of 3

    By clicking the "Continue" button, you are agreeing to the Gartner Terms of Use and Privacy Policy.

    Company Information

    All fields are required.

    Optional Optional
  • Step 3 of 3

    By clicking the "Submit" button, you are agreeing to the Gartner Terms of Use and Privacy Policy.

    There was a measurable return in what we were able to accomplish through our partnership with Gartner. We saw our first contact resolution rates rise significantly, from 62% to 80%.

    Matthew Hurst

    Senior Director of Client Services, Cox Auto

    In customer service, technology matters

    Many newsworthy technologies today fall under customer service, enabling service leaders to optimise customer interactions and back-office functions. The result? Low-effort experiences that drive customer loyalty and advocacy.

    Multichannel strategy and design involves email, webchat, phone, website, and other channels.

    Customer service trends & insights you can use

    Want a look at how services leaders across functions are making technology decisions? Gartner surveyed over 450 leaders worldwide on the technologies they are adopting. The results provide a comprehensive snapshot of the state of technology across the service organisation. 

    Part 1: Channel technologies

    These can be divided into two sections, live and self-service. While many have high current value, few will have greater importance in the future, indicating that newer technologies may surpass them. 

    Part 2: Voice of the customer tools

    Service leaders are not impressed with today’s speech analytics technology as a voice of the customer tool. Although promising, it is not great at understanding the nuances, sentiment and intent of language.

    Part 3: Infrastructure technology

    Although less flashy than other technologies, they serve as vital tools to help customer service operations run smoothly in the background. Given the rise of data and information, it is no surprise that a majority of these technologies are seen as having strong future importance.

    Part 4: Customer engagement tools

    Most tested customer engagement tools are already embedded into the average service organisation. However, two technologies stand out — social media engagement and service dashboard analytics.

    Part 5: Employee engagement tools

    These are currently the most embedded tools within service organisations. Frontline reps are often the most frequently measured employees at a company and are regularly evaluated with these metrics.

    Questions about becoming a Gartner client?


    How do we help contact centres to drive performance?

    Matthew Hurst, Senior Director, Client Services for DealerTrack DMS, shares how Gartner for Customer Service and Support leaders helped Cox Auto improve resolution rates within its contact centre while driving down additional interactions and inbound calls. Through his access to Gartner's client partners, Matthew successfully changed the culture within his contact centre, improved client experience and received the support to lead his function with confidence.

    Gartner topic experts

    The Gartner Customer Service and Support team includes experts worldwide.

    Deborah Alvord
    Senior Director Analyst

    Mark Dauigoy
    Senior Director, Advisory

    Jim Davies
    VP Analyst

    Sarah Dibble
    Senior Principal, Advisory

    Simon Harrison
    Senior Director Analyst

    Olive Huang
    VP Analyst

    Nadine LeBlanc
    Senior Director Analyst

    Devin Poole
    Senior Director, Advisory

    Peter Slease
    VP, Team Manager

    Ed Thompson
    Distinguished VP Analyst

    Lauren Villeneuve
    Senior Principal, Advisory

    Gartner works with service and support leaders from over 400 organisations worldwide

    This network enables us to deliver an unparalleled perspective on the trends, opportunities and best-practice solutions that are shaping customer service functions across regions and industries