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Research Dec 2017
... disruptive new, digital world business strategy that needed IT to change to an agile software engineering company. Rebranded as the client digital experience function, a formal program of nine transformation workstreams led to a new I&T operating model. Case Study An Organic, Top-down Model A Model That ...

Analyst(s):   Simon Mingay   |   Donna Scott   |   Ian Cox
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Research Aug 2020
... building relationships must be re-created. CIOs need to lead the IT management team in rebuilding trust relationships with their teams for this new work experience. Overview Introduction Analysis Gartner Recommended Reading Notes Gartner Insights Abstract ...

Analyst(s):   Suzanne Adnams
Research Feb 2021
... reputations. Instead, governments must take steps to ensure that solutions they develop or build both meet legal requirements and improve the citizen experience for all. Overview Introduction Analysis Gartner Recommended Reading Note 1: Representative Digital Accessibility Providers Gartner Insights Abstract ...

Analyst(s):   Bill Finnerty
Research Jun 2020
... Access Insights Already a Gartner client? The COVID-19 experience has pushed many organizations to implement broad remote work options across the enterprise. This template helps CIOs frame a response for executive committees and boards of directors that are considering decisions on continuing a distributed ...

Analyst(s):   Suzanne Adnams
Premium Research May 2020
... enterprise architect should use this sample template to define the job overview and scope of activities, as well as the required credentials and experience, skills, competencies, and characteristics that are key to the role. Overview Directions for Use Recommended by the Authors Gartner Insights Abstract ...

Analyst(s):   Saul Brand   |   Akshay Jhawar
Research May 2017
... embedded with new digital capabilities, Drägerwerk's cross-functional product security team focuses on the growing need to improve the digital security experience for its customers. The Need for Cross-Functional Collaboration Team Structure Table 1: Role of Individual Team Members Team Goals Assembling the ...

Analyst(s):   CIO Research Team
Research May 2020
... solutions architect should use this Tool’s sample template to define the job overview and scope of activities, as well as the required credentials and experience, skills, competencies, and characteristics that are key to the role. Overview Directions for Use Recommended by the Authors Gartner Insights Abstract ...

Analyst(s):   Akshay Jhawar   |   Saul Brand
Research Sep 2023
... regional presence, capabilities, focus, provider “DNA,” and scale of 40 providers. These providers have telecom industry interest, investment and experience, as well as knowledge of standards and industry organizations. Overview Data Insights Gartner Recommended Reading Gartner Insights Abstract ...

Analyst(s):   Jouni Forsman
Premium Research Feb 2024
... For organizations prioritizing customer experience, customer journey analytics and orchestration technologies are now a crucial investment. Customer service and support technology leaders must explore these tools to stay competitive, selecting the best-fit provider to unlock a competitive edge. Overview ...

Analyst(s):   Daniel O'Sullivan   |   Christopher Sladdin
Premium Research Jun 2024
... comparison identifies 20 hyperautomation use cases, measured against value and feasibility, that can improve operational efficiency and customer experience, enable new products and services, and reduce risk. Bank CIOs can use this research to prioritize use cases and investment decisions. Contributors ...

Analyst(s):   Vatsal Sharma
Research Jul 2023
... performance analysis software market revenue grew by 15.2% in 2022 to reach $17.1 billion, primarily driven by the growing demand for improved digital experience quality and business performance. Overview Market Share Data Overall Market Segment Performance Analysis Top Vendors Analyzed Mergers and Acquisitions ...

Analyst(s):   Colin Fletcher   |   Shailendra Upadhyay   |   Laurie Wurster
Research May 2024
... Providers must understand the opportunity these new technologies represent in developing new use cases and the impact they can have on improving user experience. Overview Analysis Gartner Recommended Reading Note 1 Gartner Insights Abstract ...

Analyst(s):   Tuong Nguyen   |   Roger Sheng   |   Rishi Padhi   |   Stacey Yin   |   Jon Erensen   |   Anshul Gupta   |   Bill Ray
Research Apr 2022
... Access Insights Already a Gartner client? The worldwide enterprise software market grew by 16% in 2021. Database management systems, and customer experience and relationship management remain the dominant markets. CPaaS showed the highest growth. Microsoft, Oracle and SAP retained the top three positions ...

Analyst(s):   Kanchi Bindal   |   Abhilash Khalkar   |   Roland Johnson   |   Laurie Wurster   |   Sharat Menon   |   Amit Goyal   |   Yanna Dharmasthira   |   Harshita Chibber   |   Alys Woodward   |   Shailendra Upadhyay   |   Fabrizio Biscotti   |   Balaji Abbabatulla   |   Chris Pang   |   Craig Roth   |   Lawrence Pingree   |   Mudit Sharma   |   Chandra Mukhyala   |   Varsha Mehta   |   Kevin Quinn   |   Nat Smith   |   Swati Rakheja   |   Mark Wah   |   Elizabeth Kim   |   Jim Hare   |   Brandon Medford   |   Robin Schumacher   |   Julian Poulter   |   Neha Gupta   |   Rahul Yadav   |   Radu Miclaus   |   Rishi Padhi   |   Amarendra .   |   Namrata Banerjee   |   Eric Hunter
Research Apr 2023
... Access Insights Already a Gartner client? The worldwide enterprise software market grew by 11.3% in 2022. Customer experience and relationship management and database management systems remain the dominant markets. CPaaS showed the highest growth. Microsoft, Oracle and SAP retained the top three positions ...

Analyst(s):   Mark Wah   |   Laurie Wurster   |   Neha Gupta   |   Nat Smith   |   Chris Pang   |   Elizabeth Kim   |   Julian Poulter   |   Kevin Quinn   |   Jim Hare   |   Shailendra Upadhyay   |   Namrata Banerjee   |   Christian Canales   |   Dave Messett   |   Radu Miclaus   |   Roland Johnson   |   Kanchi Bindal   |   Nicholas Carter   |   Robin Schumacher   |   Akshita Joshi   |   Alys Woodward   |   Lawrence Pingree   |   Brandon Medford   |   Ruggero Contu   |   Amit Goyal   |   Harshita Chibber   |   Chandrashekar S   |   Eric Hunter   |   Arunasree Cheparthi   |   Sharat Menon   |   Swati Rakheja   |   Amarendra .   |   Mudit Sharma   |   Fabrizio Biscotti   |   Alexandre Oddos   |   Rishi Padhi   |   Rahul Yadav   |   Varsha Mehta   |   Sean ONeill   |   Umang Dwivedi   |   Balaji Abbabatulla   |   Chandra Mukhyala   |   Craig Roth   |   Yanna Dharmasthira   |   Rounak Bhattacharyya
Research Feb 2021
... provider opportunities are increasingly influenced by AI, advanced analytics, IoT, security, digital workplace, edge, cloud computing and customer experience. We provide essential insight enabling TSPs to plan, reinvent and remain competitive in the marketplace. Scope Analysis Topics Suggested First Steps ...

Analyst(s):   Niketa Patel
Research Nov 2020
... Retail is experiencing unprecedented change driven by consumer behaviors, enabled by technology and accelerated by a pandemic. Retail CIOs must embrace digital transformation and composability to support business leaders. Overview Strategic Planning Assumptions Survey Objective Data Insights Methodology ...

Analyst(s):   Robert Hetu
... Gartner research shows customers who experience a low-effort service experience in resolving their issue are 61% more likely to stay with the company. On the other hand, a high-effort customer service experiences drops that probability to only 37%. “Most customers buy based on a product’s quality or value ...
Complimentary Research November 04 2024
... strengthen customer loyalty, leading to increased retention and growth from existing customers. What is the significance of understanding why customers buy, and how does it impact customer service value? Understanding customer motivations allows organizations to tailor services to meet needs, enhancing customer ...
Insight March 09 2021
... to gain customer confidence and trust, accelerate your renewed go-to-market strategies and drive growth. Review and align virtual selling with new buying realities Progressive sales enablement leaders realize they must guide sellers to stop assuming live meeting practices transfer 1:1 to virtual settings ...
Announcement March 31 2026
... automation alone to replace the customer service workforce. Those that attempt rapid headcount reduction risk operational disruption, degraded customer experience and expensive rollbacks. “Leaders are hoping that AI will deliver immediate cost savings, but most organizations are understating the talent required ...
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