... Organizations frequently implement AI in customer experience piecemeal, creating disconnected projects rather than a coordinated transformation. This research presents a Crawl, Walk, and Run approach, in addition to a “Sit Up” readiness phase, to help customer service leaders build AI maturity. Insights at a Glance ...
Analyst(s): Michael Chiu | John Quaglietta | Daniel O'Sullivan
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... Access Insights Already a Gartner client? Rising hardware costs, memory supply constraints and rapid AI PC evolution are disrupting traditional device life cycle strategies. By designing multitiered policies that optimize asset life cycle value, heads of infrastructure and operations can manage technical ...
Analyst(s): Erin Pierre | Steve Kleynhans | Katja Ruud
... Access Insights Already a Gartner client? As AI automates activities like content creation for L&D, the traditional learning consultant job will need to transform. CHROs can use this guide to redesign the learning consultant job for the AI era and to support learning consultants through the change. ...
... Access Insights Already a Gartner client? AI anxiety, change fatigue, and declining engagement are undermining workforce readiness for AI transformation. CIOs should replace one-size-fits-all engagement approaches with targeted actions aligned to four key intrinsic drivers — purpose, growth, curiosity ...
Analyst(s): Kevin Smith | Rob O'Donohue | Shawn Murphy
... Access Insights Already a Gartner client? Business partnering is not just a soft skill. It is the mechanism through which procurement converts expertise into enterprise influence. CPOs need to outline clear business partnering types to show skill expectations, deliver role-specific learning pathways, ...
Analyst(s): Andrea Greenwald | Thomas Pocock | Fareen Mehrzai
... Gartner client? As AI-driven interactions handle more customer service requests, leaders need objective ways to determine whether automation performs as effectively as human-assisted service without degrading the customer experience. This research shows how to extend QA scorecards to AI-driven interactions ...
Analyst(s): Ian Elliott | Jonathan Schmidt | Brett Overbey
... Access Insights Already a Gartner client? AI network fabrics have emerged as a unique market, distinct from general-purpose data center switches. The market is evolving quickly, and while initial adoption of AI network fabrics has been limited to technology companies, large enterprises are now starting ...
Analyst(s): Naresh Singh | Guy Robertson | Andrew Lerner
... CHROs cannot rely on development alone to change leadership behavior. HR must build leaders’ motivation to change and use culture to guide that change. Behavioral psychology shows us how. Insights at a Glance Issue Impact More Detail Gartner Recommended Reading Gartner Insights Abstract ...
... Access Insights Already a Gartner client? Agentic AI preserves PLG fundamentals but makes outcomes — not access — the new currency of value. Providers adding agentic capabilities to PLG products must align pricing and GTM strategies around completed work to maximize customer value realization and sustainable ...