ICYMM: Gartner Prophecy is Wrong (Says Someone Else)

ICYMM: Pointers to articles and posts elsewhere in the world where my work is featured.

This one is a good article that quotes me, but not based on an interview.  I really like it when someone takes my work and expands on it – it is what I always try to do.

In this case, Chris Ward from MyCustomer.com took a little bit of the work I did with IntelliResponse last year on Knowledge Management and cross-referenced that to some work that Gartner did on self-service.

In his opinion, and I kind-of agree, the present state of Knowledge Management as reflected in my research will prevent the prophecy from Gartner on self-service solutions to become reality.


“Doing self-service right means making the self-service experience available in a multitude of channels,” he states, in the report. “This appeals to a customers need for consistency of experience. Today’s best digital self-service technologies are channel agnostic, so that the customer can select the interaction channel of their preference and expect a consistent answer.”

He says that even though self-service has high adoption rates, the trends and data points will prevent it from reaching the 85% adoption that Gartner predicts by 2017.


The good news for self-service technology providers is that 64% of companies plan to invest more in self-service and extend it to other channels in the next 1 to 3 years.

He cross-references other data from different studies as well, but makes a good solid case for not reaching the goal.  Where is Knowledge Management and Self-Service adoption right now?

Read the article and find out…

What do you think? Is Gartner right? Short? Almost there?

Tell me your thoughts down below and will chat…