WHY IT MATTERS: Digital Transformation
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Gartner Magic Quadrant for the CRM Customer Engagement Center highlights the importance of #customerService in a #customer-centric #omnichannel #journey

Gartner Magic Quadrant for the CRM Customer Engagement Center highlights the importance of #customerService in a #customer-centric #omnichannel #journey | WHY IT MATTERS: Digital Transformation | Scoop.it

The current reshaping of the customer engagement center (CEC) market is characteristic of the consolidation of the customer service technology market. Customer service and support organizations must deliver consistent, effortless, intelligent and personalized customer service to their customers. The ability to orchestrate customer requests with assisted service, as well as with self-service, is one of the four pillars of great customer service within a leading customer service and support operation.

Farid Mheir's insight:

WHY IT MATTERS: as with all quadrant, take the ranking with grain of salt, do your own research but leverage Gartner market analysis to guide your thinking.

asse91993@gmail.com's curator insight, August 9, 2020 12:50 AM
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2020 Gartner Magic Quadrant for CRM Customer Engagement Center

2020 Gartner Magic Quadrant for CRM Customer Engagement Center | WHY IT MATTERS: Digital Transformation | Scoop.it

Complimentary copy of the latest Gartner Magic Quadrant for CRM Customer Engagement Center (CEC) and find out why Freshworks is the only company recognized as a Visionary.

Farid Mheir's insight:

WHY IT MATTERS: I love the quadrants, not so much for the ranking (often biased) but for the analysis. Jump to the end of the report to understand just how far we've come from phone based call centers to todays self-service and AI enabled mobile solutions.

salvadorelopezzzz's curator insight, July 18, 2020 10:22 AM
hallisog's curator insight, July 19, 2020 10:15 AM
hallisog's curator insight, July 19, 2020 10:15 AM
Curated by Farid Mheir
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