... telco interactions. The “Get Support” (Disruptions) experience saw digital uptake rise to 58%, fueling a dramatic NPS swing from −4 to +9. These engineering-led enhancements, guided by Gartner insights, resulted in over 20% Net Promoter Score (NPS) increases across key journeys and a top quartile DCX ...
Get more from Gartner
Interested in receiving proven business and technology insights, analyst guidance, benchmarks, diagnostics and more? Connect with a Gartner representative to learn more about becoming a Gartner client.
... Analysts: Roberta Cozza, Jessica Ekholm, Chris Meering Global shocks — such as global health pandemics, geopolitical events, natural disasters or terror attacks — will likely become more frequent and more pervasive. For technology providers, such events will likely cause increasing overarching disruption, such ...
... and frameworks are emerging globally, and the U.S. federal efforts alone will impact hundreds of thousands of organizations. As digital supply chain attacks increase, pressure grows for cybersecurity leaders to open their risk aperture and mature their risk management approaches. They must prepare to expand ...
... implies testing earlier, and more often, but centralized testers frequently remain a bottleneck for many software engineering teams. By distributing testers to product teams, software engineering leaders can free developers from unplanned work and release bottlenecks. Overview Introduction Analysis Gartner ...
Analyst(s): Joachim Herschmann | Jim Scheibmeir | Thomas Murphy
... research to leverage employee-centric operations to maximize the value of infrastructure platform engineering. Overview Introduction Analysis Gartner Recommended Reading Note 1: Infrastructure Platform Engineering Gartner Research ...
Analyst(s): Ken Rothenberger | Chris Laske | Mark Margevicius | Sunil Kumar
... procurement and vendor management leaders must adapt by developing staff with increasingly important business acumen, data and technology competencies, and social-creative skills. More Detail Gartner Recommended Reading Gartner Research ...
Analyst(s): IT Sourcing Procurement and Vendor Management Research Team
... Data and analytics leaders can use master data management to reduce the costs and risk associated with bad environmental, social and governance data, supporting the enterprise’s ability to meet sustainability requirements and avoid legal penalties. Overview Strategic Planning Assumptions Introduction ...
... Supply Chain Innovation Awards spotlight people-led advances in customer/patient innovation, people breakthroughs, process/technology innovation and social impact. CSCOs can learn from our category winners: AB InBev, Boston Scientific, AstraZeneca and Danone. Overview Analysis Gartner Recommended Reading ...
... Consumers, employees, investors and regulators are pressing organizations to move their standard from compliance to ethics — that is, to consider broader social impacts of decisions. Companies need to start leading in this space. They should use their mission, vision and values to reach decisions. Gartner Insights ...