... Insights Already a Gartner client? Service leaders expect roles to evolve and recognize that traditional training is no longer sufficient. Investing in AI-powered simulation accelerates agent readiness, supports continuous skill development, and closes performance gaps at scale. Overview Introduction Description ...
Analyst(s): Kathy Ross | Jonathan Schmidt
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... CPOs who fail to evolve supplier segmentation risk focusing active management on the wrong suppliers and missing enterprise outcomes. AI enables multicriteria segmentation at scale, helping procurement prioritize consistently and reserve human judgment for selecting strategic suppliers. Insights at a ...
... Digital marketing leaders face the challenge of creating impactful B2B websites that engage both human and AI users. This research provides guidance on aligning strategy, content, design, and execution to redesign websites that drive meaningful digital interactions and deliver strong business outcomes ...
... fundamentally changing supply chain management, challenging CSCOs to maintain visibility and control. Supply chain orchestration platforms, powered by AI and analytics, solve this by integrating data for real-time, informed decision making, increasing agility, resilience and customer satisfaction. Insights ...
... Customer service and support leaders face growing pressure to increase their investments in AI, but most contact center GenAI investments fail to meet their business objectives. This research explains how to rightsize AI spend and identifies leverage points to negotiate favorable CCaaS contracts. Insights ...
... Operationalizing agentic AI is impossible when data quality, governance and usage requirements are not clearly defined. Data and analytics leaders must formalize expectations through data contracts, creating machine-enforceable commitments that certify the consistent delivery of data products for AI and analytics ...
Analyst(s): Michele Launi | Thornton Craig | Rahael Cherian | Michael Simone | Robert Thanaraj
... give their stakeholders options. The emergence of AI has made it clear that they need to operate strategically. Successful IT SPVM leaders will make commercial optionality, not cost optimization, the central determinant of long‑term competitiveness in the AI era. Overview Introduction Analysis Gartner Recommended ...
Analyst(s): Hannah Decker | Melanie Alexander | Yanni Karalis
... In organizations with widespread and varied use of AI systems, some of which are highly autonomous, policies and training will not be enough to manage legal and compliance risks. GC must work together with IT to ensure controls are embedded within AI systems to manage legal and compliance risks. Insights ...
... The 20% of providers that have moved most of their clients from AI pilots into full-scale deployments are pulling ahead in the AI services race. To break out of the pilot trap, TSLs should focus on the buyers and services most likely to scale, and provide hands-on assistance to struggling clients. Insights ...