... Two firms’ widely publicized attempts to replace human agents with AI recently failed, underscoring the technical and operational challenges for success. Customer service and support leaders can learn how to streamline operations and enhance customer interactions by thoughtfully integrating AI with human ...
Analyst(s): Jonathan Schmidt | Brian Weber | Kathy Ross
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.
... Access Insights Already a Gartner client? Model Context Protocol is the must-have protocol of 2026, with software vendors rushing to provide SaaS-hosted MCP servers for consumption by AI agents and agentic applications. Software engineering leaders must implement MCP gateways to manage the risks. Overview ...
... Mapping customer journeys is one of the key priorities for CMOs in the next six through 12 months, as per the 2026 Gartner CMO Agenda Poll. This Ignition Guide helps CMOs prioritize customer personas and relevant VoC data, build and analyze current-state customer experience journey maps, and design new ...
... enterprise network equipment market is seeing a significant increase in 2026, driven by high demand in AI products and a surge in memory prices. Stabilization will follow from 2028 as the market shifts toward a more predictable demand for AI-native networking and zero-trust security. Opportunity Overview ...
Analyst(s): Vivek Tiwari | Naresh Singh | Christian Canales
... Access Insights Already a Gartner client? Going into the second quarter of 2026, CHROs are focused on delivering value in HR, and throughout the organization, by redesigning roles and workflows for the AI era, using skills intelligence to inform talent management and shape their organizational cultures ...
... Gartner First Takes Fresh insights on emerging trends Stripe’s acquisition of OpenRouter further validates the essential role of AI gateways for software engineering leaders. The transaction secures Stripe a strategic metering chokepoint, establishing “tollbooth” revenue streams through token arbitrage ...
Analyst(s): Mark O'Neill | Chris Meering | Aapo Markkanen | Akis Sklavounakis
... Gartner First Takes Fresh insights on emerging trends CIOs should view China’s AI market correction as a valuation reset, not proof that enterprise AI is failing. Continue funding AI with validated business value but prepare for cheaper infrastructure, supplier consolidation and higher vendor risk through ...
Analyst(s): Vikas Bhardwaj | DD Mishra | Ryan McKinney
... Gartner First Takes Fresh insights on emerging trends Chief supply chain officers should be aware that the Black Sea is increasingly serving as a testing ground for escalating military action in Europe, threatening shared infrastructure. Organizations should expand risk management beyond suppliers to ...
... Gartner First Takes Fresh insights on emerging trends CHROs should guide the enterprise in planning for multiple AI futures and preserve flexibility as AI capabilities, economics, and regulatory constraints continue to evolve. Recent warnings from AI technology leaders reinforce the need to make responsible ...