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Research Jun 2025
... Knowledge plays a foundational role in the successful delivery of both self-service and assisted service, and is now more critical than ever for AI success. Customer service and support leaders should use this tool to build a compelling business case for investment in a knowledge management program. When ...

Analyst(s):   John Quaglietta   |   Jennifer MacIntosh
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Research Oct 2026
... organizations seek returns on AI investments, workforce AI adoption through AI literacy becomes a priority for executives. Effective AI literacy efforts connect learning to AI-enabled work, deliver targeted learning at scale, and continuously evolve alongside changing workforce and AI needs. Analysis Research ...

Analyst(s):   Meaghan Kelly   |   Brittney Ermatinger
Premium Research Jul 2026
... hiring, leading to long-term talent gaps and cost implications. They must continue to intentionally build the junior pipeline to support robust team health. Insights at a Glance Strategic Planning Assumption Issue Context Impact Brief More Detail Gartner Recommended Reading Gartner Insights Abstract ...

Analyst(s):   Lily Mok   |   Adrian Leow   |   Akriti Kapoor   |   Nitish Tyagi   |   Aliyah Camacho
Premium Research Jun 2026
... The decisions the AI sector will make in the next two years will fundamentally shape the next decade. As AI moves forward, we should try to avoid the season of fall, where AI fruits are harvested but face darkening skies. Instead, we should aim for an AI Summer of abundant innovative energy and high ...

Analyst(s):   Lizzy Foo Kune   |   Pieter den Hamer   |   Frank Ridder   |   Marty Resnick   |   Frank Buytendijk   |   Daryl Plummer
Research Jul 2019
... Healthcare payer CIOs face a dizzying array of overlapping automation tools, confounding the task of determining what tool to use and how. CIOs must start the selection process by focusing first on their key business problem, and then working backward to pick a matching automation technology. Key Challenges ...

Analyst(s):   Mandi Bishop   |   Laurie Shotton   |   Nicole Sturgill
... Life Cycle. Trupti joined Gartner in 2021, bringing nearly a decade's experience as a Human Resources Practitioner. In her previous roles, she has been part of large organizations as well as a small business. She has worked in Construction, Food Manufacturing, Healthcare and Technology industries has built ...
Premium Research Jun 2026
... Gartner First Takes Fresh insights on emerging trends CIOs in China face a digital supply chain security issue, as the U.S. government issued an export control directive that forced Anthropic to suspend its newly launched Claude Fable 5 and Mythos 5 models. Chinese CIOs must actively mitigate this geopolitical ...

Analyst(s):   Mia Yu   |   Angela Zhao   |   Anson Chen
Premium Research Mar 2026
... Gartner First Takes Fresh insights on emerging trends Microsoft Agent 365 reaches general availability on 1 May 2026, but it is not yet a complete agent governance solution and comes at a premium price ($15 per user per month or via the new M365 E7). Application leaders should closely evaluate Agent 3 ...

Analyst(s):   Dan Wilson   |   Max Goss   |   Olga Martí
Premium Research Apr 2022
... Johnson County Community College created an online simulation experience for nursing students in response to the pandemic shutdown, pivoting to readily available technologies. Higher education CIOs can review this response to evaluate if similar approaches to learning simulation could be adopted. Gartner ...

Analyst(s):   Saher Mahmood   |   Tony Sheehan
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