... contribution to growth. To change this perception and deliver sustainable results, CMOs must balance resources from only acquisition to end-to-end customer experience (CX), transforming satisfied customers into the organization’s most powerful growth engine. Insights at a Glance Impact Actions Cautions How to Execute ...
Analyst(s): Augie Ray
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... Access Insights Already a Gartner client? Workplace experience applications enhance employee interaction with the office. Enterprise application leaders must select vendors that fit their needs and adopt unified WEX platforms with AI and IoT integration to support hybrid work, streamline interactions ...
... Access Insights Already a Gartner client? CMOs often focus too narrowly on customer acquisition, neglecting postpurchase experiences. CMOs can use Gartner’s Buy/Own/Advocate framework to map end-to-end journeys to uncover critical CX gaps and drive retention, loyalty, and business growth. Insights at ...
... ServiceNow’s launch of Otto signals its move toward unified enterprise AI. For customers, Otto enables users to initiate and manage end-to-end agentic workflows, but they should pilot its features, assess fit with current systems, and plan governance before scaling adoption. Gartner Recommended Readi ...
Analyst(s): Alastair Woolcock | Jan Cook | Christopher Dixon | Chris Laske | Mike Gotta
... Access Insights Already a Gartner client? AI grows value and risk while widening the digital divide. This digital-AI sensitivity framework helps CIOs find and address barriers across access, education, adoption, trust and safety, identity and consent, and agency and control domains to increase usage, ...
... Access Insights Already a Gartner client? The CRM software market grew strongly in 2025 but remained highly fragmented. Major incumbents saw slight market share erosion as growth dispersed across many vendors, driven by intensifying competition, AI adoption, and cloud migration. Overview Methodologies a ...
Analyst(s): Kanchi Bindal | Amarendra . | Roland Johnson | Julian Poulter
... Currently, supply chain buyers persist in investing in AI technologies, even as ROI remains unclear, but that will not continue. High-tech executives need to address the drivers behind ongoing spend and the risks of unverified outcomes to build their customers’ confidence in achieving the desired RO ...
... Priorities and Motivations| Tech Buying Challenges B.S., Cum Laude, Computer Science, Tulane University Adobe,Principal, Product Marketing - Customer Experience Management,2 years| Ultimus,VP of Marketing,2 years| Eprise,Vice President of Strategy,6 years ...
... Digital employee experience improvement efforts need to be targeted and aligned to what employees aim to achieve in their work. The four work modes framework differentiates experience goals in a structured way. Use sample metrics aligned to each work mode to improve DEX and make work better. Insights ...