... Many leaders do not fully understand the resource-intensive prerequisites that are essential to a successful generative AI deployment in service and support. Customer service and support leaders can use this rubric to determine their readiness for one or more GenAI use cases. When to Use Directions for ...
Analyst(s): Kim Hedlin | Patrick Quinlan | Daniel O'Sullivan | Christopher Sladdin
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... Access Insights Already a Gartner client? As employees use AI technologies more frequently in their own jobs, the job of the people manager changes rapidly alongside them. CHROs can use this guide to redesign the people manager job for the AI era and support managers through the change. Insights at a ...
Analyst(s): Katie Sutherland | Ingrid Laman | Carolina Engels
... AI-native processes are becoming standard; agents decide and act in real time, shifting work from human tasks to agent-run execution. The implication for heads of enterprise architecture (EA) is unavoidable: unless you rewire the EA function, you will become the bottleneck to AI-driven value creation ...
... Since AI usage during customer interactions has now become pervasive, the popular “this call may be monitored or recorded” disclaimer is misleading. This research guides customer service and support leaders on updating disclosure and extending its reach in the AI era. Insights at a Glance Strategic Planning ...
... The compliance technology landscape heavily overlaps with ERM and multistakeholder solutions. Instead of defaulting to generic enterprise software or dismissing it entirely, CCEOs must evaluate these overlaps and collaborate across functions to identify when existing tools fit and when unique risks ...
Analyst(s): Mark Beres | Lexi VerVelde | Nicholas Sworek
... Access Insights Already a Gartner client? To counter disintermediation threats from enterprise application providers, application service providers must enhance their service portfolios to encompass feature flexibility, workflow operational support, and continuous innovation for both legacy and new ap ...
... Customer service and support technology leaders are moving quickly to evaluate and implement generative AI use cases. But moving too fast comes with risk. Overcome the three main pitfalls to increase your chance of success. Overview Introduction Analysis Gartner Recommended Reading Gartner Insights Abstract ...