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Research May 2019
... Japan is behind in digital business transformation, yet is ripe to embrace sustainable digital disruption in a way that is nonconfrontational and patient, with a sense of pride. CIOs in traditional enterprises can drive their enterprises to sprint ahead with digital business transformation. Analysis R ...

Analyst(s):   Leigh McMullen   |   Jackie Fenn   |   Yuko Adachi   |   Bruce Robertson   |   Graham Waller   |   Tsuneo Fujiwara
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Research Feb 2019
... Customer service and support organizations must deliver consistent, effortless, intelligent and personalized customer service experiences, regardless of channel. Gartner’s 2019 research will help them select, implement and operate CSS technologies while maintaining operational excellence. Scope Analys ...

Analyst(s):   Jim Davies   |   Anthony Mullen   |   Jim Robinson   |   Nadine LeBlanc   |   Simon Harrison   |   Drew Kraus   |   Olive Huang   |   Brian Manusama   |   Steve Blood
Research May 2017
... event-centric IT. Analysis Introduction 1. What Is Event-Centric IT and Why Should We Do It? 2. What Is the Business Value of Event-Centric IT? 3. How Do I Ensure That My CTO or Head of Development Is Getting Ready for Event-Centric IT? 4. How Do I Ensure That My Vendors Are Getting Ready for Event-Centric ...

Analyst(s):   Tina Nunno   |   Yefim Natis
Research Sep 2019
... This presentation is for the report “The CIO’s Essential Guide: Digital Product Management.” It outlines how CIOs can use DPM as a disciplined management approach, providing CIOs with tools to deliver increased value of information and technology and improve IT delivery performance enterprisewide. Overview ...

Analyst(s):   Donna Scott   |   Dale Kutnick   |   Peter Skyttegaard   |   Irving Tyler
Research Feb 2021
... Gartner identifies the top technology trends shaping the higher education industry in 2021, highlighting the impact on IT organizations. Higher education CIOs should weigh our recommendations in light of these trends as they shape their IT strategy and priorities. Overview What You Need to Know Changes Since ...

Analyst(s):   Glenda Morgan   |   Jan-Martin Lowendahl   |   Robert Yanckello   |   Terri-Lynn Thayer   |   Tony Sheehan
Research Aug 2017
... Innovators to Determine Their Maturity and Suitability for Various User and Customer Experience Needs Work With Technology and Service Providers to Develop Strategies and Skill Sets (Complementing Emerging Technologies) to Accommodate the Coming Demand for CAPs Conclusion Gartner Recommended Reading Gartner ...

Analyst(s):   David Yockelson   |   Ben Lee
Research Dec 2021
... operational requirements of customer service teams. Application leaders responsible for customer service technology should work with stakeholders to define technical requirements to ensure CCaaS becomes a best-fit solution for years to come. Overview Introduction Analysis Gartner Recommended Reading Gartner ...

Analyst(s):   Pri Rathnayake   |   Drew Kraus   |   Steve Blood
Research Feb 2021
... CIOs need to adapt their leadership focus, business-IT alignment and platform architecture best practices to assemble new digital capabilities. This tool helps CIOs communicate the vision and design for composable healthcare. Overview Directions for Use Recommended by the Authors Gartner Insights Abstract ...

Analyst(s):   Mike Jones   |   Sharon Hakkennes   |   Pooja Singh   |   Gregg Pessin
Research May 2019
... client? Enterprise architecture and technology innovation leaders are key enablers for digital business, accountable for helping the enterprise balance its risks and benefits. This slide deck will help in planning for 2020 and in presentations to leadership, peers and teams. When to Use Downloadable ...

Analyst(s):   Philip Allega   |   James McGovern   |   Jack Santos   |   Marcus Blosch   |   Saul Brand
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