... Many customer service and support leaders treat mobile as just another channel, overlooking smartphones’ powerful capabilities. By leveraging the core features of mobile devices — such as the camera, GPS and messaging — they can create accessible, convenient and proactive service experiences. Overvie ...
Analyst(s): Brett Overbey
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... Organizations’ business and operating models are linked by business capabilities, which drive the technologies needed to create a customer technology platform. Customer service and support technology leaders can use this research as a guide to align their solutions with their enterprisewide CTP. More ...
... Agentic AI is creating new opportunities for customer service leaders. This research details how agentic AI augments conversational AI platforms to enable an intelligent contact center that boosts customer self-service, customer service agent assistance, employee assistance, and process automation. O ...
... Organizations investing in digital customer service face a confusing landscape, with AI innovation blurring the lines between once well-established and distinct markets. Customer service leaders can turn the challenge into an opportunity by rethinking their platform strategy. Insights at a Glance Stra ...
... Access Insights Already a Gartner client? Identity verification tools help deliver security, compliance and trust across customer and workforce use cases. This Magic Quadrant evaluates 11 vendors to help IAM leaders assess these solutions against their use cases and requirements. Market Definition/Desc ...
Analyst(s): James Hoover | Akif Khan | Nayara Sangiorgio
... Access Insights Already a Gartner client? Many cybersecurity leaders have viewed the emergence of a cryptographically relevant quantum computer as a far-off reality and delayed planning for migration to postquantum cryptography. Cybersecurity leaders should target 2030 for completion of the planning, ...
... Access Insights Already a Gartner client? Cybersecurity leaders know the importance of data loss prevention; however, immature DLP persists because many use cases span multiple departments or technologies beyond their direct control. Overcoming this requires cross-functional collaboration when selecti ...
... internal shifts (like spending decisions). Use the Q2 edition of The CFO Report to update your strategy and address the top 3 CFO challenges in the first half of 2025: What shifts in the external environment should I prioritize responding to now? How can I separate hype from reality when it comes to AI’s value ...
... innovative commercial arrangements. IT and business leaders should consider Deloitte a strong provider with broad transformation capabilities and asset-led approaches. Overall Rating Detailed Rating Gartner Recommended Reading Note 1: Change in Market Definition (IT Services to Services) Note 2: Gartner ...
Analyst(s): Chrissy Healey | Brendan Williams | Katie Gove | Craig Lowery | Gary Spivak