... This summary contains input from six members regarding application and data integration challenges faced in the drive toward a unified customer experience. We begin this summary with an overview of the scope of members’ efforts to integrate customer data, including the environments in which such dat ...
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... Twenty members discuss use of external customer call centers, and specifically how they handle disconnected calls, including those from mobile devices and those caused by telecom providers. We also explore outsourcing strategies and approaches to managing remote customer service representatives. Gart ...
... This summary features inputs from 18 members on the approaches they use for building digital capabilities for customers. These approaches include building in-house development centers, using with service providers (like Accenture or TCS), working with VCs/startups, or relying on existing SaaS suppli ...
... Successful CMOs drive cultural change, close capability gaps and effectively blend resources to deliver high-impact results. Gartner's research will help CMOs take these and other steps to build and lead the marketing organization for the next decade. Scope Analysis Top Challenges and How Gartner Can H ...
... A few months into the COVID-19 crisis, many CIOs have begun looking beyond immediate response measures and focusing on more strategic priorities. This article raises three key questions for CIOs to think about before creating or updating a strategy to deal with change and disruption. Recommended by t ...
... Francisco Partners has purchased IBM Watson Health from IBM. This includes IBM Cúram Social Program Management. Use this research to develop a response to the likely scenarios, ensuring current stability and maximizing future flexibility as needs change. More Detail Recommended by the Authors Gartner I ...
... CMOs are increasingly expected to lead or influence the design and execution of a customer experience strategy. This research explains how you can turn something as broad and amorphous as customer experience into a prioritized cross-functional plan. Upshot What You Need to Know Define Customer Experien ...
... Seventeen members discuss Microsoft Office 365 ProPlus, including channels used for feature releases and security updates, strategies and tools used to test releases and updates, and challenges in testing new Office 365 features. Gartner Insights Abstract ...