4 Key Tech Trends in Customer Service to Watch

Today's hottest customer service technologies focus mostly on providing assisted service and freeing up support reps' time -- reflecting the increasing shift to digital self-service platforms and analytics capabilities. These technologies reflect emerging technology trends designed to support a company's ability to better understand and anticipate customer needs. An increase in ROI and deployment of these technologies indicate that leaders are looking toward a better experience for the digital customer. "While the rep remains a valuable focus of technology investment trends, customer service leaders are signaling an increased focus on the value of analytics and self-service technologies that help understand and serve the digital customer," says Connor Seidenschwarz, Principal, Research at Gartner. Based on a Gartner survey of customer service and support (CSS) leaders across the globe, here are four key trends to watch in customer service technology.