... Insights Already a Gartner client? As customer preferences diverge, service leaders face a false choice between AI-led and human-led service. Two-track CX purposefully designs and connects both AI and human-led tracks within one service model, preserving customer choice while improving trust, efficiency ...
Analyst(s): Christopher Sladdin | Michael Chiu
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... Access Insights Already a Gartner client? Two-track CX purposefully connects AI-led and human-led service around customer needs and outcomes. Assess customer demand and organizational readiness, and then build, operationalize and scale both tracks over 24 months. Insights at a Glance Analysis Gartner ...
... tokenization or behavior-based monitoring, to flag potential insider risks. Insights at a Glance Strategic Planning Assumption(s) Market Outlook Current Market Landscape Market Definition Example Vendors Gartner Recommended Reading Gartner Insights Abstract ...
... Whether preparing to transform legal or positioning it to be a fast follower when transformation costs come down, GC should use this tool to define a strategic North Star that will guide multiyear planning efforts and give their team a clear sense of purpose. Overview Gartner Recommended Reading Gartne ...
... Access Insights Already a Gartner client? MSE CIOs must sufficiently prepare when selecting an application vendor or modernizing their ERP foundation. They must create their application strategy based on the business strategy and use the business capability model to ensure the best results in business ...
Analyst(s): Christian Hestermann | Alexander Buschek
... Buyer frustration with SaaS pricing, complexity, lock-in and diminishing returns are accelerating interest in agentic AI. Enterprise application leaders can use Gartner’s Future-Proof Application Framework to identify where agents augment or replace applications and outline a roadmap for modernizing ...
... on-demand connectivity and cloud-like consumption to intelligent orchestration, secure cross-cloud data movement and programmable sovereignty for distributed AI. Product leaders must transform NaaS platforms into intelligent digital infrastructure fabrics. Overview Analysis Gartner Recommended Reading Gartner ...
... Export controls, sovereignty requirements and China’s evolving AI ecosystem are driving multinationals to adopt dual AI stacks. Heads of I&O should use a China AI COE to govern local platforms, select technologies by operating model and security requirement, preserve interoperability and build skills ...
... pressure to scale AI beyond basic automation. Organizations that automate existing workflows often embed legacy constraints into AI initiatives, limiting adoption and business value. Unlocking agentic AI requires redesigning decision workflows and optimizing decision loops before deploying AI capabilities. ...