... Customer service teams are prioritizing analytics, yet face a range of challenges when it comes to developing advanced service capabilities. Customer service and support leaders should use this Tool to assess the maturity of their analytics program and identify actionable steps to improve. Gartner Research ...
Analyst(s): Patrick Quinlan | Daniel O'Sullivan
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... Modern CDRL applications have a rich set of features and seamless workflow, and increasingly leverage emerging technologies. This guide will help government CIOs identify the key functionalities and approaches to support application modernization and enable digital government services. Overview Market ...
... Finance organizations require process improvements to manage a growing number of fast-moving technology projects. This research provides pragmatic answers to questions that finance transformation leaders often ask about building finance’s familiarity with Agile development practices. Overview Conclusi ...
... Customer service and support leaders assist enterprisewide customer centricity, but struggle to turn it into actionable strategies. This research offers a new function-specific definition and approach, focused on minimizing service demand while enhancing customer experiences. Overview Introduction Analysis ...
... Customer journey execution and privacy concerns continue to challenge digital marketing leaders in delivering comprehensive browsing experiences. Learn how to optimize website and mobile strategies by providing decision support, easing access to valued information and promoting digital assets. Introd ...
... The biggest opportunities to improve the maturity of your CTO organization lie in customer and employee experience, building technology strategy and leading technology innovation. Use this peer data to benchmark your CTO organization’s maturity and prioritize activities to advance its maturity. Gartn ...
... Executive boards want cybersecurity managed like other business risks. Security and risk management leaders can use this case study to learn how BCBSND achieved this by developing and using cybersecurity outcome-driven metrics to steer investment. Gartner Research ...
... Procurement technology leaders can use this tool to build a RACI matrix of involvement and accountability among stakeholders while initiating contract life cycle management implementation. This can help identify activities, facilitate engagement and assign responsibilities during implementation. Gartner Research ...
... Organizations that clarify scope expectations and define outcomes and deliverables in agreeing IT services SOWs will generate better service results. Sourcing, procurement and vendor management leaders can use the five ARMED criteria to strengthen these agreements. Overview Introduction Analysis Gartner ...
Analyst(s): Christopher Wiles | Sundar Viswanathan