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Premium Research Feb 2023
... Gartner’s 2023 Strategic Roadmap empowers CRM leaders to meet operational goals and strategic ambition through value-enhanced self-service and assisted service experiences. The eight building blocks of customer service and support provide a framework to define and articulate technology strategy. Over ...

Analyst(s):   Jim Robinson   |   Drew Kraus   |   Steve Blood   |   Pri Rathnayake   |   David Norrie   |   Bern Elliot   |   Daniel O'Sullivan   |   Wynn White
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Premium Research Jun 2022
... Organizations often seek to understand what a business capability model for their customer service function should look like. Application leaders supporting customer service and support should use this research as a starting point for creating their own BCM. More Detail Recommended by the Authors Gartner ...

Analyst(s):   Kathy Ross   |   Pri Rathnayake
Premium Research Jan 2024
... Zero trust is a critical element of cybersecurity programs, but forming a strategy can be problematic. Security and risk management leaders should use the seven pillars of the U.S. Department of Defence model alongside Gartner research to design a zero trust strategy. Strategic Planning Assumption Ana ...

Analyst(s):   Chris Silva
Research Sep 2019
... Many CIOs are adopting product line management, which aligns dedicated resources behind specific business outcomes. However, the product line manager role is a difficult position to fill due to its broad scope of responsibilities. CIOs can use three hacks to get their product line managers in place. ...

Analyst(s):   CIO Research Team
Research Jan 2020
... Business results orientation and organizational awareness are two of the core competencies of successful IT employees. CIOs can give this tool to IT employees to improve their skills using a set of exercises, which can be completed alone or in teams. Overview Recommended by the Authors Gartner Insights ...

Analyst(s):   CIO Research Team
Research Dec 2019
... want strategic advice on digital opportunities and risks, as well as technical advice and support on digital capabilities. In response, CIOs of leading IT organizations flex their engagement approach based on business context and need. Recommended by the Authors Gartner Insights Abstract ...

Analyst(s):   CIO Research Team
Research Apr 2020
... IT leaders will have to continue taking on more responsibilities. To effectively manage these increased expectations, they require the CIO’s support. CIOs can use three best practices to ensure their leadership development programs adapt to the new context that IT leaders face. Recommended by the Authors ...

Analyst(s):   CIO Research Team
Research Jul 2020
... Dealing with the security challenges generated by artificial intelligence will become critical. Enterprise architecture and technology innovation leaders must examine how to protect their AI-powered systems and defend against the malicious use of AI and machine learning by attackers. Gartner Insights ...

Analyst(s):   Ben Lee   |   Arun Chandrasekaran
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
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