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As things, places, people and systems become increasingly connected, the ability to monitor operations, statuses, service levels and many other metrics become possible.
The added connectivity, communications and intelligence of things make many of them agents for services that are currently requested and delivered through people.
"Translating this general and departmental customer engagement concept into operational components across the enterprise is transforming the definition of customer service from an isolated function into an enterprise objective delivered across all points where the customer "touches” the business.” Gartner has made a number of predictions about mobile customer service, including: By 2017, one third of all customer service interactions will still require the support of a human intermediary.
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Additional information on the Tokyo event is available at and members of the media can register to attend by contacting [email protected] Members of the media can register by contacting Janessa Rivera at [email protected]
CRM trends will also be discussed at the Gartner Customer Strategies & Technologies Summit 2015, on June 10-11, in London. Members of the press can register for the Summit by contacting Laurence Goasduff at [email protected]
Information from the Summits will be shared on Twitter at using #Gartner CRM. (NYSE: IT) is the world's leading research and advisory company.
The company helps business leaders across all major functions in every industry and enterprise size with the objective insights they need to make the right decisions.
However, the pace of introduction channel choice (such as sensors, virtual customer assistants, advanced search, kiosks and in-line video chat) and the focus on personalized customer experiences will require companies in most industries to retain a highly trained core of customer service professionals.
Looking across industries and the world, nearly 60 percent of customer service interactions required the intervention of a human support agent in 2014.
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