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Premium Research Nov 2025
... One of the promises of artificial intelligence is its potential to replace customer service employees. However, our data shows that most customer service and support leaders investing in AI are not cutting headcount as a result. Gartner Research ...

Analyst(s):   Melissa Fletcher
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Premium Research Jun 2026
... Portfolio management leaders are rethinking the PPM operating model, including the delivery of core and emerging capabilities, the development of new process acumen and change management skills, and the modernization of the technology ecosystem supporting the PPM function. Insights at a Glance Strateg ...

Analyst(s):   Zahid Kisa   |   John Spaeth   |   Robert Handler   |   Aditi Pant   |   Saumil Rampal   |   Cynthia Phillips   |   Peter Clegg   |   John Williams   |   Jennifer Jackson   |   Daniel Stang
Research Jun 2026
... Access Insights Already a Gartner client? AI and democratized delivery create opportunities to deliver IT solutions more quickly, but could also unleash chaos. In this environment, PPM leaders must define project/product/program management policies, controls and standards to manage risks, while maximizing ...

Analyst(s):   Woojin Choi   |   Saumil Rampal   |   Milind Govekar
... Choose a market and select the capabilities that are most important to your organization. Discover which vendors best fit your priorities based on Gartner analyst scores. Centralize your team evaluations on a single platform. Use exclusive Gartner insights to surface the most relevant vendors for your team ...
Premium Research Feb 2026
... Enterprise applications leaders struggle scaling process-automation initiatives due to fragmented implementations and a lack of unified architecture. Use this presentation to build a tailored process automation architecture to scale your efforts and standardize business processes. Overview Contributor ...

Analyst(s):   Arthur Villa   |   Akash Jain   |   Saikat Ray
Announcement May 07 2024
... Gartner Survey Finds Generative AI Is Now the Most Frequently Deployed AI Solution in Organizations STAMFORD, Conn., May 7, 2024 Estimating and Demonstrating Business Value Is No. 1 AI Adoption Barrier Generative artificial intelligence (GenAI) is the No. 1 type of AI solution deployed in organizations ...
Research Oct 2026
... I&O leaders need to support AI agent adoption, reuse, and cost management. Learn how to build a governed AI factory and AI gateway to securely scale and democratize AI agent access. See example AI governance frameworks, teams, and reference architectures to maximize AI value and ROI. Insights at a Glance ...

Analyst(s):   Autumn Stanish   |   Paul Wang   |   Joe Antelmi   |   Hassan Ennaciri
... This comprehensive planning guide provides actionable steps to align technology priorities with long-term goals and deliver sustainable value. I&O role questions Gartner can help answer How will Generative AI impact Digital Workplace Infrastructure and Operations? Through 2026, more than 80% of independent ...
Article June 05 2025
... achieve) Mapping MDM program phases and what must be done in various areas (e.g., governance, organization, metrics and infrastructure) to ensure success Step. 3: Build your roadmap Avoid stumbling blocks by planning for them. Assess the master data management capability of each functional component of ...
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