By: Chris Dellen On: March 03, 2016 In: Contact Center Comments: 0

I recently ran across the notes I took at the last Gartner Customer 360 Summit. The summit was insightful and challenged my thinking by bringing radically new and disruptive business models to the forefront. I hope you find the insights as valuable as I have.

I have broken down the key takeaways into three sections:

  1. New mind-blowing business models enabled by disruptive technologies
  2. Key insights for contact center professionals
  3. Interesting stats/facts for the inner nerd in all of us

1. New Mind-Blowing Business Models Enabled by Disruptive Technologies

We all deal with continual change. However, there are some true disruptive forces at work challenging entrenched business models. If you would like to learn more, check out this great video that will take you deeper into the topic (you will need to create a free account to watch Peter Hinssen’s CIO Keynote).

Here are a few mind-blowing examples:

  • Airbnb doesn’t own any property yet has a higher market cap than Hilton










  • Uber is worth more than Hertz and Avis combined




If that’s not enough, see Uber’s valuation on Business Insider’s Chart of the Day.



If you think the first two examples are anomalies…think again. These technologically enabled disruptive forces are impacting every industry.

  • dfree – An app disrupting the Depend Adult Diaper market
  • Quirky – Taking innovations to market doesn’t require working for a billion dollar company

These are just a couple of examples. What new competitors are in your industry?

 2. Key Insights for Contact Center Professionals

Top 10 Customer Demands Driving Change in Customer Service

  1. Customers do not want to queue or wait for customer service
  2. Customers want quick and easy access to help
  3. Customers want knowledgeable answers to their questions
  4. Customers want to choose the channel they interact through
  5. Customers want more access to independent information about suppliers
  6. Customers want consistency across channels
  7. Customers want personalized communication
  8. Customers want a human touch
  9. Customers want their needs to be anticipated
  10. Customers do not want to have to contact the customer service department to resolve their issues


 3. Interesting Stats/Facts for the Inner Nerd in All of Us

10 years ago we didn’t have…

  • Smartphones
  • Tablets
  • Facebook
  • YouTube

On Customer Satisfaction

  • 95% of companies measure CSAT (Customer Satisfaction)
  • 30% do something based on the feedback
  • 5% inform customers that the company made changes based on the feedback


By 2018, 70% of e-commerce will move from business-to-consumer and business-to-business models to models that focus on the individual customer experience.


Internet of Things is for Real

(Here is Gartner’s definition for the Internet of Things)

  • In 2009 there were 1.6 Billion Personal Devices and 0.9 Billion Internet of Things
  • In 2020, there will be 7.3 Billion Personal Devices and 30 Billion Internet of Things


Through 2017, 80% of enterprises will not achieve competitive advantage through their mobile strategies due to poor customer service.

  • By 2017, 50% of today’s deployed mobile enterprise apps will be completely rewritten or replaced
  • By 2018, 5% of customer service cases will be initiated by Internet-connected devices, up from 0.02% in 2014


I leave you with this, what are you doing today to create a tattoo worthy customer experience? In the near future, that is what is going to separate the disruptors from the disrupted.




*All stats and insights in this post came from Gartner’s guest speakers and analysts at the 360 Summit.