... Customers want service and support interactions to deliver on three “brilliant basics” above all else: resolution on first contact, easy access to a human, and proactive outreach. Today, most experiences fall short. Customer service and support leaders must reprioritize to address these failings. Ins ...
Analyst(s): Christopher Sladdin | Keith McIntosh
Get more from Gartner
Interested in receiving proven business and technology insights, analyst guidance, benchmarks, diagnostics and more? Connect with a Gartner representative to learn more about becoming a Gartner client.
... GenAI initiatives frequently use multicloud architectures or require data to be transferred between multiple cloud providers. CIOs must proactively adapt their multicloud strategy, cloud and data governance, and cloud operating model for these needs. More Detail Contributors Gartner Recommended Reading ...
... Fujitsu is reforming its service solution business with Uvance at the core, but the transformation remains in progress. CIOs should monitor these ongoing changes, assessing alignment with Fujitsu’s strategic vision and evaluating the value, quality, and continuity of its products and services. At a G ...
... Access Insights Already a Gartner client? Heads of I&O should benchmark their AI journeys against those of peers to uncover factors driving AI adoption, challenges slowing progress, and how AI usage in I&O is meeting CIO expectations. Then, they should apply insights from organizations successfully dr ...
... Access Insights Already a Gartner client? Fragmented ownership and limited visibility hinder enterprisewide digital operational resilience required for DORA compliance. Cybersecurity leaders must clarify accountability, integrate compliance, and implement real-time monitoring to achieve sustained cybe ...
... Access Insights Already a Gartner client? By 2027, a successful customer-led growth program will be a required investment to meet revenue targets. CPOs must invest in utilizing holistic customer insight and product engagement metrics to drive growth-yielding portfolio decisions. Overview Introduction Ana ...
... GenAI is reshaping cost management, creating new opportunities for optimization while amplifying certain risks. CIOs must lead with discipline to unlock savings, scale expertise, and reduce risk. Here we highlight eight proven use cases that demonstrate GenAI’s value across industries and functions. ...
... Many D&A functions operate as data order takers, limiting their influence and ability to drive business impact. By fostering relationships and initiating value-led, collaborative delivery, CDAOs can shift perceptions and form strategic partnerships that elevate their role and organizational outcomes ...
... Access Insights Already a Gartner client? No-code AI agents promise speed, but without security, governance and compliance, they become organizational liabilities. CPOs who persist with agent washing without competitive benchmarking and avoid proactively architecting or strategically partnering to str ...