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Gartner Report: Alternative Channels for Engaging Customers of the Future

White Paper Published By: Genesys
Published:  Feb 21, 2018
Type:  White Paper

In the ongoing evolution of the customer experience, organizations continue to rely on phone and email while introducing new customer engagement channels. With the channel mix rapidly changing, it has become more important than ever to accurately identify and proactively deploy the next-best channels for engaging customers today and tomorrow.

Gartner Research has profiled 15 ways that organizations will engage customers over the next 20 years. This includes augmented reality, virtual reality and mixed reality immersive solutions which will be adopted by 20% of large enterprises by 2020. By learning which engagement channels will best meet your customers’ needs in the future and prioritizing those aligned with your business model, you can improve customer engagement and retention, while increasing revenue.

Read this report to learn:

  • 15 emerging customer engagement channels and their timelines for reaching critical mass
  • Which channels are already being used by today’s forward-thinking organizations
  • How to prioritize proposed channels within your organization


Tags : 
gartner, customer engagement, customer experience, gartner research