Research report

The Future of the Customer Engagement Center

According to Gartner “The future of the Customer Engagement Center will revolve around supporting broader ambitions and ecosystems”. This report gives an interesting peek into the future of Customer Service.

We believe, the key findings are:

  • Customer engagement centers will be taking a bigger role in their respective companies as an effective Customer Experience strategy is one that is executed in a centralised and consistent way;
  • Omnichannel will grow into a channel-less mindset as the experience offered over all channels will be superior to the channel being used;
  • Extreme self-service will allow technology-first organisations to go completely without assisted service;
  • Digital ecosystems will offer an ever-growing amount of opportunities to expand the customer service far beyond the borders of an organisation.

In our opinion, Customer Engagement Centers can find themselves in one of the following scenarios:


The CEC acts as a marketplace, connecting people, business and things.


The CEC supports a service function and operates transactionally.


The CEC expands customer journey boundaries using the full scope of the digital ecosystem available.


The CED supports customer service as a mission for everyone in the company.

GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and is used herein with permission. All rights reserved.

Gartner, The Future of the Customer Engagement Center, 9 July 2019, Nadine LeBlanc, Brian Manusama, Olive Huang