Customer Experience Revolution Ahead: Gartner
Enterprises have begun overhauling the way they handle customer experiences, suggested Gene Alvarez, managing VP at Gartner, at the firm's customer experience event in Tokyo earlier this week. Twenty percent of brands will abandon their mobile apps by 2019, he predicted, choosing consumer messaging apps such as Facebook Messenger and WeChat instead. By 2020, Alvarez said, we can expect that 25 percent of customer service and support operations will have integrated virtual customer assistant or chatbot technology across engagement channels.