... issues lead to increased costs for customer service and support organizations and harm CX. Quantifying this avoidable service demand is challenging, as it often originates outside the function. This research helps leaders advocate for initiatives aimed at removing avoidable issues. Overview Data Insights ...
Analyst(s): Keith McIntosh | Melissa Fletcher | Emily Potosky
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... impact many CIOs. This slide deck presents the impact on sourcing strategies and actions CIOs are taking to mitigate risks related to their outsourced IT services. Gartner Recommended Reading Gartner Research ...
... Gartner’s Cost Value Matrix indicates that 54% of banks and investment service firms are cost-inefficient, while 36% leverage ITspending in digitalization to achieve above-average business value. This threat to competitiveness is not decreasing — this is a call to action for bank CIOs. Analysis The ...
... Access Research Already a Gartner client? Software engineering teams that struggle to deliver finished work because it fails to meet downstream teams’ expectations need a clear definition of done. Software engineering leaders can drive the creation and use of a definition of done to ensure quality and ...
... The generation gap between Gen Z and baby boomers impacts more than how we work. It also threatens institutional knowledge and data security. This episode of the CIO Mind Podcast discusses how to address these challenges and why organizations may be preparing the workforce for the wrong century. Overview ...
... Access Research Already a Gartner client? The head of I&O must scope required activities and delegate responsibilities for effective management of the IT hardware asset life cycle. Use this RACI matrix to orchestrate the various stakeholder engagements and enable effective execution of your HAM program ...
... Access Research Already a Gartner client? When done well, personalization leads to business growth. However, when done poorly, it can feel irrelevant and intrusive to consumers and B2B buyers, impacting privacy concerns and brand trust. CMOs must course-correct by incentivizing customers to share their ...
... beyond cost. Supply chain leaders responsible for strategy can use the framework presented in this research to design a balanced network and ensure that it remains effective under changing conditions. Overview Introduction Analysis Gartner Recommended Reading Gartner Research ...
... to help realize business outcomes. Use this guide to develop a purposeful approach to investment planning, enabling the translation from business and IT strategy to technology roadmaps by leveraging capability-based planning. Overview Steps Review and Measure Your Performance Gartner Recommended Reading ...