... 2025, but increased investment in GenAI will offset the decline. Tech CEOs can thrive by using targeted retention strategies that prioritize high-value, AI-forward customers, tailor offerings to deliver clear ROI, and adjust service levels to maintain agility. Overview Analysis Gartner Recommended Reading ...
Analyst(s): Forest Conner | Charlie Xu
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... Organizations are currently exploring a number of generative AI use cases that have come from the CLM market. As organizations look to integrate GenAI into their processes, they can use this research to understand those use cases, along with their associated potential benefits and cautions. More Detail ...
... With 80% of webinar attendees experimenting or piloting agentic AI, tech services leaders must capitalize on this trend to enhance their offerings and approaches. By aligning deployment strategies, timing, targeted departments and budget plans, they can seize opportunities. Failing to move now will create ...
... AI agents are reshaping analytics and BI, but most platforms remain immature, and “agent washing” is rampant. D&A leaders must stress-test vendor claims, demand evidence of autonomy, and evaluate governance and transparency of platforms before scaling. Overview Strategic Planning Assumptions Introduction ...
... Access Research Already a Gartner client? As AI and automation shift agent roles to more complex work, reactive coaching falls short. Leaders must implement proactive coaching programs to close skills gaps and deliver on the service’s new mandate to deliver customer and organizational value. Overview ...
Analyst(s): Jonathan Schmidt | Kathy Ross | Melissa Fletcher
... Small language models are transforming device edge AI with specialized hardware, multimodal processing, and on-device learning. Product leaders that do not adopt SLMs or risk falling behind competitors who leverage them for personalized customer engagement leading to new revenue streams. Overview Strategic ...
... The expansion of AI applications is transforming every facet of enterprise software and physical realities. To compete effectively and remain relevant, product leaders must carefully prioritize investments and new capabilities, which may require the creative destruction of existing business models. ...
... Agentic AI will drive over $450 billion in revenue by 2035 and become a table-stakes capability included in at least 50% of all software offerings by 2030. Product leaders must build an agentic AI roadmap now to balance the real opportunities with the risk of becoming irrelevant in enterprise software ...
... Customers continue to want low-effort service, but exposure to AI is shifting customer perceptions for what constitutes a low-effort experience. These insights help customer service and support leaders understand what low effort means in 2025 and how to evolve their strategy beyond service channels. ...
Analyst(s): Jeffrey Schott | Daniel O'Sullivan | Patrick Quinlan | Melissa Fletcher | Keith McIntosh