... Companies face challenges in meeting multigenerational customer needs, especially in channel use and preferences. This note guides customer service and technology leaders in creating an omnichannel strategy by redesigning platforms, enhancing satisfaction, boosting efficiency and meeting diverse nee ...
Analyst(s): Francesco Vicchi
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... Customer service and support technology vendors are classified under an array of acronyms with definitions that say little or sound the same. Use this research to get up to speed on three of the most critical, colliding, and confused markets. More Detail Gartner Recommended Reading Gartner Insights Abs ...
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... EBA is the comprehensive and cohesive modeling of an organization, linking the informational, operational, tactical, structural and technological aspects of the organization. Peer members discuss EBA in detail and list the EBA modeling techniques they are using in their respective organizations. Over ...
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Analyst(s): Chief Data and Analytics Officer Research Team
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... EA and technology innovation leaders must not only respond to the current COVID-19 crisis but also plan for what comes next. To do so, EAs should apply three scenario planning techniques to ensure enterprise resilience against unprecedented business uncertainty. Recommended by the Authors Gartner Insi ...
... Customization is a fact of life for most commercial off-the-shelf applications. Done well, customization adds value to the investment and delivers great value to the business. Application leaders need to measure and manage customization in order to ensure that real value is delivered. Overview Analysi ...