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Research Feb 2026
... commerce and cross-CRM functions. It provides customer-facing teams with intelligent tools for improving interactions and delivering better customer experiences. Overview Introduction Description Benefits and Uses Risks Alternatives Recommendations Representative Providers Gartner Recommended Reading Gartner ...

Analyst(s):   Olive Huang   |   Ilona Hansen
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Premium Research Mar 2026
... Agentic AI is the key to business transformation as innovative insurers reengineer digital and customer experiences and deploy a hybrid workforce model that leverages AI agents with human-centric design. Insurance CIOs must optimize agentic AI use to prepare for organizational transformation. Insights ...

Analyst(s):   Kimberly Harris-Ferrante
Premium Research Jan 2026
... Service catalogs act as IT’s front door and are critical enablers of digital experience. Well-established catalogs empower self-service, reduce Level 1 demand and strengthen IT’s perception of a service partner. This research helps IT operations specialists build and manage useful catalogs. Overview ...

Analyst(s):   Luis Fernandez   |   Steve White
Premium Research Feb 2026
... 15 GenAI use cases in the enterprise communications and collaboration domain. Heads of I&Os must apply the relevant use cases to improve employee experience and team performance, and to shape the overall enterprise communications and collaboration investments. Overview How to Use Use-Case Scoring Breakdown ...

Analyst(s):   Christopher Trueman   |   Pankil Sheth
Premium Research Jan 2026
... AI experimentation to scaled AI adoption, using generative AI, agentic AI, and predictive automation to transform business operations and customer experience. This note unpacks the first segment of the emerging technology adoption radar 2026, focusing on the “AI-powered enterprise.” Insights at a Glance ...

Analyst(s):   Auria Asadsangabi   |   David Sugden
Research Feb 2026
... client? Appian’s small, focused AR team has ruthlessly streamlined and automated the evaluation machine. AR teams of all sizes can learn from its experience, maximizing resource investment through adoption of a process-driven, proactive and technology-enhanced approach. Insights at a Glance Impact Brief ...

Analyst(s):   McKenzie Smith
Research Feb 2026
... Access Insights Already a Gartner client? Rapid growth in the resale market and consumer desire for an improved returns experience are complicating traditional supply chain product flows. This research advises retail CSCOs how to build multidirectional agility into their supply chain strategy and operations ...

Analyst(s):   Chap Achen
Premium Research Mar 2026
... Redesigning work for AI impacts the talent pipeline and employee experience. CHROs should use this framework to anticipate the talent-related risks of redesigning work, assess how likely they are to impact the business, and create an action plan for those that require a response. Insights at a Glance ...

Analyst(s):   Katie Sutherland   |   Caitlyn McDonough
... with the analyst guidance and tools needed to insource their help desk to provide better support to customers. Business impact Revamped the customer experience, and increased their Net Promoter Score by 14 points in 6 months. Industry Healthcare Employees 1,200+ Learn more about Gartner products for CIOs ...
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