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Research Feb 2021
... Customer service organizations must overcome the numerous dilemmas amplified by COVID-19 that are stifling their customer experience ambitions. Our research will guide organizations’ strategic thinking and help them select, implement and operate customer service technologies. Scope Analysis Topics Sugge ...

Analyst(s):   Pri Rathnayake   |   Brian Manusama   |   Nadine LeBlanc   |   Jim Robinson   |   Jim Davies   |   Drew Kraus   |   Steve Blood
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Research Dec 2017
... Access Insights Already a Gartner client? Digital business shapes our latest predictions. Application leaders must innovate to speed up delivery of digital products and services via product management of products, APIs and platforms. This bimodal approach should range from continuous modernization to ...

Analyst(s):   Matthew Hotle   |   Mike Gilpin   |   Deacon D.K Wan   |   Stefan Van Der Zijden   |   Mark O'Neill   |   Paolo Malinverno
Premium Research Dec 2019
... Access Insights Already a Gartner client? As Internet of Things implementations proliferate, evidence of IoT’s increased maturity (and some growing pain) is emerging. Application leaders should factor these predictions regarding the evolving state of blockchain, digital twins and security into their I ...

Analyst(s):   Alfonso Velosa   |   Avivah Litan   |   Benoit Lheureux   |   W. Roy Schulte   |   Barika Pace   |   Katell Thielemann
Premium Research Aug 2024
... AI-empowered CRM technologies boost CX through sales, marketing, customer service, digital commerce and cross-CRM tasks, enhancing efficiency and effectiveness. This research helps applications leaders make strategic decisions by detailing CRM market structures and available technologies. Overview Int ...

Analyst(s):   Ilona Hansen   |   Benjamin Bloom   |   Pri Rathnayake   |   Wynn White   |   Melissa Hilbert   |   Audrey Brosnan   |   Mike Lowndes
Research Mar 2025
... Access Research Already a Gartner client? Adopting a strong zero trust strategy is key to modern information security programs. Cybersecurity leaders must align the strategy with business objectives and focus on risk mitigation to ensure procedural, policy or tactical decisions are made in the context ...

Analyst(s):   Dale Koeppen   |   Manuel Acosta   |   John Watts   |   Wayne Hankins   |   Tiffany Taylor
Research Mar 2025
... Access Research Already a Gartner client? AI will have a transformational impact on the future of work — altering indelibly how we perform work in the future. CIOs should act on these bold predictions to prepare their organizations and workforces and create a symbiotic relationship between humans and ...

Analyst(s):   Nitish Tyagi   |   Anushree Verma   |   Whit Andrews   |   Deepak Seth   |   Jeremy D'Hoinne   |   Helen Poitevin   |   Arun Chandrasekaran
Premium Research Jan 2024
... The EU lawmakers reached a political agreement on the AI Act, a regulatory framework that will have implications beyond Europe. Applications and software engineering leaders should prepare to phase out prohibited AI systems, and to adopt AI trust, risk and security management practices. More Detail Ga ...

Analyst(s):   Avivah Litan   |   Jeremy D'Hoinne   |   Stuart Strome   |   Bart Willemsen   |   Lauren Kornutick   |   Nader Henein   |   Gabriele Rigon
Research Dec 2021
... Access Insights Already a Gartner client? Composability helps you keep up with the accelerating pace of business change. Applications and software engineering leaders aiming to increase resilience and business growth must embrace change, foster fusion teams, and observe the principles of composability ...

Analyst(s):   Yefim Natis   |   Rajesh Kandaswamy   |   Sid Nag   |   Jo Liversidge   |   Gene Alvarez   |   Partha Iyengar   |   Janelle Hill   |   Dennis Gaughan
Premium Research Jan 2024
... Setting a blistering pace in the enterprise generative AI gold rush, Microsoft removed the requirement to buy at least 300 Microsoft 365 Copilot licenses — organizations are not yet ready for broad adoption. We provide guidance on establishing an M365 Copilot strategy for 2024. More Detail Gartner Rec ...

Analyst(s):   Matt Cain   |   Avivah Litan   |   Jason Wong   |   Stephen White   |   Dolores Ianni   |   Max Goss   |   Michael Silver
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