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About gartner.com (Tech Companies)
This page provides details about gartner.com (Tech Companies) which was ranked #2 out of 131 in the list of sources (14 citations (6.1% share)) in answers from AI models (Anthropic Claude Sonnet (latest),
OpenAI ChatGPT Latest,
Google Gemini Flash (latest),
X.AI Grok (latest)) when they were asked the following 1 question: "What does the Customer Support industry look like right now? Identify the dominant market leaders and brands, best products and services, key companies and providers, influential figures and thought leaders, emerging startups and trends, major conferences and events, active professional communities, and the top publications and media that cover this industry." on Dec 30, 2025 by AI Chat Watch. This source is referenced for brands: Gartner Customer Service & Support Research.
Used by AI Models
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Pages from gartner.com (8 links)
| URL Path | Citations | Position |
|---|---|---|
| /en/customer-service-support | 0 | N/A |
| /en/documents/4023452 | 1 | 11 |
| /en/conferences/hub/customer-service-support-conferences | 1 | 22 |
| /en/digital-markets | 1 | 39 |
| /reviews/home | 1 | 40 |
| /en/customer-service-support/trends/customer-service-trends | 8 | 41.1 |
| /en/conferences/na/customer-service-support-us | 1 | 71 |
| /en/insights | 1 | 87 |
Brands Referenced By This Website (1 brand)
| Brand | Voice | Mentions |
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0% | 1 |
Citations from AI Responses
Anthropic Claude Sonnet (latest)
(1 citation)
What does the Customer Support industry look like right now? Identify the dominant market leaders and brands, best products and services, key companies and providers, influential figures and thought leaders, emerging startups and trends, major conferences and events, active professional communities, and the top publications and media that cover this industry.
[...] Magazine and online resource for contact center professionals. **ICMI Blog** - [https://www.icmi.com/resources/blog](https://www.icmi.com/resources/blog) Thought leadership and best practices for contact centers. ### **Research & Analysis Firms** **Gartner Customer Service & Support Research** - [https://www.gartner.com/en/customer-service-support](https://www.gartner.com/en/customer-service-support) Leading research and advisory firm covering CS technology. **Forrester Customer Service Research** - [https://www.forrester.com/bold/customer-service/](https://www.forrester.com/bold/customer-service/) In-depth research on customer service trends and technologies. **Dimension Data Global Contact [...]
OpenAI ChatGPT Latest
(7 citations)
What does the Customer Support industry look like right now? Identify the dominant market leaders and brands, best products and services, key companies and providers, influential figures and thought leaders, emerging startups and trends, major conferences and events, active professional communities, and the top publications and media that cover this industry.
[...] .com/platform), [NICE CXone](https://www.nice.com/products/cxone), [Five9](https://www.five9.com/), [Amazon Connect](https://aws.amazon.com/connect/) For software comparisons/reviews (widely used during evaluation): - [G2](https://www.g2.com/) - [Capterra](https://www.capterra.com/) (part of [Gartner Digital Markets](https://www.gartner.com/en/digital-markets)) - [TrustRadius](https://www.trustradius.com/) - [Gartner Peer Insights](https://www.gartner.com/reviews/home) --- ## Key enabling layers (important “adjacent” providers) ### AI automation, agent copilots, and voice bots (fast-growing layer) - [Ada](https://www.ada.cx/) - [Forethought](ht [...]
[...] eu/)) --- ## Major conferences & events (where the industry meets) - [Customer Contact Week (CCW) Las Vegas](https://www.customercontactweek.com/events-customer-contact-week) - [ICMI Contact Center Expo](https://www.icmi.com/contact-center-expo-conference) (by [ICMI](https://www.icmi.com/)) - [Gartner Customer Service & Support Summit](https://www.gartner.com/en/conferences/na/customer-service-support-us) (by [Gartner](https://www.gartner.com/)) - [Dreamforce](https://www.salesforce.com/dreamforce/) (by [Salesforce](https://www.salesforce.com/)) - [ServiceNow Knowledge](https://www.servicenow.com/events/knowledge.html) (by [ServiceNow](https://www.servicenow.com/)) - [Zendesk Relate](https:// [...]
[...] om/) - [CX Network](https://www.cxnetwork.com/) - [Call Centre Helper](https://www.callcentrehelper.com/) - [Zendesk Blog](https://www.zendesk.com/blog/) (by [Zendesk](https://www.zendesk.com/)) - [Intercom Blog](https://www.intercom.com/blog/) (by [Intercom](https://www.intercom.com/)) - [Gartner Insights](https://www.gartner.com/en/insights) (by [Gartner](https://www.gartner.com/)) - [Forrester Blogs](https://www.forrester.com/blogs/) (by [Forrester](https://www.forrester.com/)) - Broader management coverage that often influences support strategy: - [Harvard Business Review](https://hbr.org/) --- If you tell me your context (B [...]
[...] //aws.amazon.com/connect/) For software comparisons/reviews (widely used during evaluation): - [G2](https://www.g2.com/) - [Capterra](https://www.capterra.com/) (part of [Gartner Digital Markets](https://www.gartner.com/en/digital-markets)) - [TrustRadius](https://www.trustradius.com/) - [Gartner Peer Insights](https://www.gartner.com/reviews/home) --- ## Key enabling layers (important “adjacent” providers) ### AI automation, agent copilots, and voice bots (fast-growing layer) - [Ada](https://www.ada.cx/) - [Forethought](https://forethought.ai/) - [Aisera](https://aisera.com/) - [PolyAI](https://poly.ai/) - [Observe.AI](https://ww [...]
[...] www.mattdixon.org/) (author known for “effort” framing; see book source: [The Effortless Experience (Portfolio/Penguin)](https://www.penguinrandomhouse.com/books/214451/the-effortless-experience-by-matthew-dixon-karen-freeman-and-nick-toman/)) Analyst firms that strongly shape enterprise buying: - [Gartner](https://www.gartner.com/) - [Forrester](https://www.forrester.com/) --- ## Emerging trends shaping the industry right now 1) **AI copilots for agents** (drafting replies, summarizing, routing, knowledge suggestions) and **agentic automation** (AI handling full resolutions with guardrails). (Concept: [Generative artific [...]
[...] www.customercontactweek.com/events-customer-contact-week) - [ICMI Contact Center Expo](https://www.icmi.com/contact-center-expo-conference) (by [ICMI](https://www.icmi.com/)) - [Gartner Customer Service & Support Summit](https://www.gartner.com/en/conferences/na/customer-service-support-us) (by [Gartner](https://www.gartner.com/)) - [Dreamforce](https://www.salesforce.com/dreamforce/) (by [Salesforce](https://www.salesforce.com/)) - [ServiceNow Knowledge](https://www.servicenow.com/events/knowledge.html) (by [ServiceNow](https://www.servicenow.com/)) - [Zendesk Relate](https://www.zendesk.com/relate/) (by [Zendesk](h [...]
[...] Centre Helper](https://www.callcentrehelper.com/) - [Zendesk Blog](https://www.zendesk.com/blog/) (by [Zendesk](https://www.zendesk.com/)) - [Intercom Blog](https://www.intercom.com/blog/) (by [Intercom](https://www.intercom.com/)) - [Gartner Insights](https://www.gartner.com/en/insights) (by [Gartner](https://www.gartner.com/)) - [Forrester Blogs](https://www.forrester.com/blogs/) (by [Forrester](https://www.forrester.com/)) - Broader management coverage that often influences support strategy: - [Harvard Business Review](https://hbr.org/) --- If you tell me your context (B2B vs B2C, channels: voice/chat/email, t [...]
Google Gemini Flash (latest)
(2 citations)
What does the Customer Support industry look like right now? Identify the dominant market leaders and brands, best products and services, key companies and providers, influential figures and thought leaders, emerging startups and trends, major conferences and events, active professional communities, and the top publications and media that cover this industry.
[...] he world’s largest customer contact event series. [CCW Digital](https://www.customercontactweek.com) * **Zendesk Relate:** Zendesk’s annual flagship conference. [Zendesk Relate](https://relate.zendesk.com) * **Gartner Customer Service & Support Expo:** Focused on high-level enterprise strategy. [Gartner Events](https://www.gartner.com/en/conferences/hub/customer-service-support-conferences) * **Support Driven Expo:** A community-focused event for frontline managers and leaders. [Support Driven Expo](https://www.supportdriven.com/expo) ### 6. Active Professional Communities * **Support Driven:** The most active Slack community for support professionals. [Support Driven](https://w [...]
[...] ethought.ai](https://forethought.ai) * **DevRev:** A "OneCRM" startup that connects customer support directly to product development. [DevRev](https://devrev.ai) * **Trends to Watch:** "Proactive Support" (contacting customers before they report an issue) and "Hyper-personalization" using LLMs. [Gartner CX Trends](https://www.gartner.com/en/customer-service-support) ### 4. Influential Figures and Thought Leaders * **Shep Hyken:** Customer service expert and author of *The Amazement Revolution*. [Hyken.com](https://hyken.com) * **Jeanne Bliss:** Pioneer of the "Chief Customer Officer" role. [Customer Bliss](https://www.customerbliss.com) * **Jay Baer:** [...]
X.AI Grok (latest)
(4 citations)
What does the Customer Support industry look like right now? Identify the dominant market leaders and brands, best products and services, key companies and providers, influential figures and thought leaders, emerging startups and trends, major conferences and events, active professional communities, and the top publications and media that cover this industry.
[...] Genesys Cloud CX**: Cloud contact center for voice/AI routing. [Genesys](https://www.genesys.com/). - **ServiceNow Customer Service Management**: ITIL-aligned for enterprise workflows. [ServiceNow CSM](https://www.servicenow.com/products/customer-service-management.html). **Analyst Validation**: - [Gartner Magic Quadrant for CRM Customer Engagement Center 2023](https://www.gartner.com/en/documents/4023452) (leaders: Salesforce, Microsoft Dynamics 365, Genesys, NICE). - [Forrester Wave: Customer Service Solutions 2023](https://www.forrester.com/report/the-forrester-wave-tm-customer-service-solutions-q4-2023/RES179904) (leaders: Genesys, Salesforce, NICE). - Review platforms: [G2 Grid](https://www.g2. [...]
[...] vice software market is projected to grow significantly, driven by AI integration, omnichannel support, and self-service demands. Key source for market insights: [G2 Customer Service Management Category](https://www.g2.com/categories/customer-service-management) (leaderboard based on user reviews); [Gartner Customer Service & Support](https://www.gartner.com/en/customer-service-support) (analyst reports); [Statista Customer Service Software Market](https://www.statista.com/outlook/tmo/software/enterprise-software/customer-service-software/worldwide). ### Dominant Market Leaders and Brands, Key Companies, and Providers The industry is led by established SaaS platforms offering ti [...]
[...] s. [Ada](https://www.ada.cx/). - **Gorgias**: AI for Shopify support automation. [Gorgias](https://www.gorgias.com/). - **Forethought**: Enterprise AI agents. [Forethought](https://forethought.ai/). - **Capacity**: AI platform for enterprise support. [Capacity](https://capacity.com/). **Sources**: [Gartner Trends in Customer Service 2024](https://www.gartner.com/en/customer-service-support/trends/customer-service-trends); [CB Insights Customer Service Startups](https://www.cbinsights.com/research/customer-service-startups/). ### Major Conferences and Events Annual events for networking and trends: - **Customer Contact Week (CCW)**: Largest contact center event. [CCW Las Vegas 2024](https://lasvegas.customercontac [...]
[...] k](https://customerthink.com/). - **The CX Lead**: Podcasts and trends. [The CX Lead](https://thecxlead.com/). - **Vendor Blogs**: [Zendesk Blog](https://www.zendesk.com/blog/), [Intercom Blog](https://www.intercom.com/blog/), [Help Scout Blog](https://www.helpscout.com/blog/). - **Analyst Sites**: [Gartner Customer Service](https://www.gartner.com/en/customer-service-support), [Forrester CX](https://www.forrester.com/customer-experience/). This snapshot is based on 2024 data from the linked sources; the industry evolves rapidly with AI advancements. For real-time updates, check G2 or Gartner Peer Insights. [...]