... Complex AI solutions are driving a return to more centralized decision making led by central IT, necessitating larger cross-functional buying teams that include sourcing and governance functions. High-tech executives who prepare their teams for this environment will secure more high-quality deals. Insights ...
Analyst(s): Derry Finkeldey | Kevin Lindsay
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... Access Insights Already a Gartner client? As HR AI choices multiply, CHROs need a repeatable way to decide when to buy, build, or blend. This research provides a practical decision framework — based on strategic impact and ROI, speed, cost, risk, and internal capability — to select the right approach ...
... service and support leaders are working on, there are various smaller, tactical improvements that organizations can make to enhance the customer experience — both within service and across the broader enterprise. Join this complimentary Gartner webinar as we unpack key results from the 2025 Gartner State ...
Analyst(s): Kathy Ross | Keith McIntosh | Christopher Sladdin
... Hyperpersonalization is a rising topic in supply chain management, as AI capabilities open the door to levels of customer information that were previously overwhelming. CSCOs can use this research to understand the implications that hyperpersonalization could have on supply chains and how they can p ...
... cuts are disruptive, forcing agencies to manage citizen experience with fewer resources. Application leaders should use these moments to improve CX by asking questions about citizens, prioritizing projects, subtracting (not adding) to experiences, and watching for future cuts. Gartner Insights Abstract ...
Analyst(s): Eric Keller | Dean Lacheca | Michael Chiu
... building an enterprise RAG. Leaders responsible for AI should assess their capabilities and value differentiation before deciding on whether to build or buy. Overview Strategic Planning Assumption Introduction Analysis Contributors Gartner Recommended Reading Notes Gartner Research ...
... First Takes Fresh insights on emerging trends CMOs and CIOs should treat Salesforce’s Contentful acquisition as a prompt to future-proof digital experience strategies: Evaluate readiness for composable architectures, upskill teams for agentic AI, and strengthen API management. Prepare for vendor consolidation ...
Analyst(s): Chad Storlie | John Santoro | Mike Lowndes | James McCormick | Irina Guseva | Isoke Mitchell | Kassi Socha | Mark O'Neill | Jeff Cohen
... Access Research Already a Gartner client? Digital experience services contracts frequently fail to deliver expected business value due to complex, legacy agreements. SPVM leaders must embed outcome-based contracting and specific persona-aligned XLAs to guarantee provider alignment and measurable DX success ...
Analyst(s): Brett Sparks | Alan Stanley | Tom Sieber | Irada Veliyeva
... Access Insights Already a Gartner client? Governments must clearly show how service improvements affect efficiency, mission outcomes, and citizen experience to justify investment. This research will support the development of metrics needed to show measurable progress and gain support for addressing ongoing ...
Analyst(s): Arthur Mickoleit | Eric Keller | Dean Lacheca