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Research Feb 2019
... Customer service and support organizations must deliver consistent, effortless, intelligent and personalized customer service experiences, regardless of channel. Gartner’s 2019 research will help them select, implement and operate CSS technologies while maintaining operational excellence. Scope Analys ...

Analyst(s):   Anthony Mullen   |   Simon Harrison   |   Olive Huang   |   Steve Blood   |   Jim Davies   |   Jim Robinson   |   Brian Manusama   |   Nadine LeBlanc   |   Drew Kraus
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Premium Research Apr 2025
... Software engineering teams struggle to use legacy application and data architecture to deliver intelligent applications with AI agents. Software engineering leaders and their teams must partner with D&A to adopt composable architecture with AI-ready data to enable well-connected AI agents. Overview In ...

Analyst(s):   Max van den Berk   |   Keith Mann   |   Tigran Egiazarov   |   Mike Fang   |   Keith Guttridge   |   Anne Thomas   |   Steve Schwent
Research Jan 2022
... The business process service provider market has many vendors offering a wide variety of capabilities and services. This tool will help sourcing, procurement and vendor management leaders identify their key attributes and compile a shortlist of vendors to invite to an RFP process. Gartner Insights Ab ...

Analyst(s):   Cathy Tornbohm   |   Sanjay Champaneri   |   Katie Gove   |   Alan Stanley   |   Ranadip Chandra   |   Jaideep Thyagarajan   |   Eser Rizaoglu   |   Akshit Malik
Research Mar 2022
... Access Insights Already a Gartner client? The Gartner 90-Day Dynamic Sourcing Co-Creation Workbook provides a complete set of tools to standardize deal executions. This research provides a template for evaluating vendors for 90-day deals, enabling sourcing, procurement and vendor management leaders to ...

Analyst(s):   Stephanie Stoudt-Hansen   |   Andrew Miljanovski   |   Biswajit Maity   |   Luis Pinto   |   Yanni Karalis   |   Claudio Da Rold   |   Ulrik Stihoej
Webinar On-Demand
... Chief data and analytics officers (CDAO) and D&A leaders must demonstrate operational excellence and establish D&A as an indispensable business entity. In a newly complex landscape with major operational shifts that include cloud migration and the intense demand for generative AI (GenAI), how can D& ...

Analyst(s):   Michael Gabbard   |   JC Martel
Research Feb 2019
... Customer service and support organizations must deliver consistent, effortless, intelligent and personalized customer service experiences, regardless of channel. Gartner’s 2019 research will help them select, implement and operate CSS technologies while maintaining operational excellence. Scope Analys ...

Analyst(s):   Jim Davies   |   Anthony Mullen   |   Jim Robinson   |   Nadine LeBlanc   |   Simon Harrison   |   Drew Kraus   |   Olive Huang   |   Brian Manusama   |   Steve Blood
Premium Research Jul 2023
... This Prism plots some of the most prominent potential use cases for generative AI in education against institutional value and feasibility. Education CIOs can use this as a starting point for strategic conversations to inform decisions on generative AI strategy, investment and impact. Gartner Recomme ...

Analyst(s):   Terri-Lynn Thayer   |   Saher Mahmood   |   Tony Sheehan   |   Marlena Brown   |   Paul Riley   |   Kelly Calhoun Williams   |   Robert Yanckello   |   Grace Farrell
Premium Research Mar 2024
... Generative AI continues to be one of the most highly discussed topics in business and on the top of the agenda of the C-suite across all industries and geographies. This research collection can help you better understand trends in GenAI and large language models and choose suitable solutions. Analysi ...

Analyst(s):   Jeremy D'Hoinne   |   Frances Karamouzis   |   Pieter den Hamer   |   Ben Yan   |   Arun Chandrasekaran   |   Bern Elliot   |   Justin Tung
Research Apr 2024
... Access Research Already a Gartner client? The market of conversational AI is evolving rapidly and new solutions are emerging. Applications and software engineering leaders should use this research to navigate the CAI space and evaluate options based on current trends in use cases and vendors’ capabili ...

Analyst(s):   Arup Roy   |   Adrian Lee   |   Stephen Emmott   |   Anthony Mullen   |   Bern Elliot   |   Justin Tung   |   Danielle Casey   |   Uma Challa   |   Gabriele Rigon
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