... Generative AI will transform all three pillars of CX management: understand customers; set CX strategy and coordinate across the enterprise. Application leaders must identify CX use cases for GenAI that create the most customer and organizational value, while mitigating risks. Overview Strategic Plann ...
Analyst(s): Ilona Hansen | Maria Marino | Don Scheibenreif | Michael Chiu
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... CCaaS solutions enable customer service teams to manage and deliver adaptive customer support across a comprehensive mix of channels. Customer service and support technology leaders can use this report to help identify the best fit providers for their customer support operations. Overview What You Nee ...
Analyst(s): Pankil Sheth | Pri Rathnayake | Megan Fernandez | Drew Kraus | Jason Bridge
... Access Insights Already a Gartner client? EA consultancies help organizations, ranging from maturing their business vision and strategy to adding capacity via staff augmentation. EA and technology innovation leaders can help evaluate and select a consultancy that brings relevant services to align with ...
Analyst(s): James McGovern | Saul Brand | Marcus Blosch
... Access Insights Already a Gartner client? EA tools help envision, model and plan for the future of the enterprise, with features to continuously evolve business and operating models. Enterprise architecture and technology innovation leaders should select EA tools that support long-term transformation, ...
Analyst(s): Gilbert van der Heiden | Andreas Frangou | Andrew Gianni | Akshay Jhawar
... Access Research Already a Gartner client? Since 2023, MuleSoft has rolled out new pricing metrics for integration, API management and automation, switching to consumption-based models. This research informs software engineering leaders negotiating MuleSoft contracts of these changes and how to negotia ...
Analyst(s): Hannah Decker | Shrey Pasricha | Max van den Berk
... Access Research Already a Gartner client? Email security remains critical due to evolving threats such as AI-generated phishing and credential theft. This research equips security and risk management leaders with essential strategies to build a robust email security strategy and effectively mitigate a ...
... Customer experience management is an organizationwide discipline that requires continuous focus to evolve. The Gartner CX Management Maturity Model can help application leaders gauge their organization’s CX maturity and identify practical and effective areas to improve. Overview Introduction Analysis Co ...
Analyst(s): Michael Chiu | Augie Ray | Michael Dominy | Don Scheibenreif
... AI is reshaping workplace applications and how people engage with them. Digital workplace application leaders can use these predictions about embedded intelligence, adaptive experience and autonomous orchestration to get ready for accelerating change. Overview Strategic Planning Assumptions Analysis A L ...
Analyst(s): Helen Poitevin | Christopher Trueman | Lacy Lei | Will Grant | Tori Paulman | Nitish Tyagi
... The pandemic has forced government agencies to reassess their digital strategies because priorities have shifted and resources are scarce. Government CIOs must accelerate transformational change to address urgent challenges and provide resilient services. Overview Strategic Planning Assumptions Analysi ...
Analyst(s): Bill Finnerty | Irma Fabular | Neville Cannon | Rick Howard | Ben Kaner