... The majority of B2B tech buyers expect high-tech executives to help build business cases, but most leave this critical step to buyers. This disconnect creates a major enablement gap, stalling deals and eroding ROI. Insights at a Glance Issue Impact More Detail Contributors Gartner Recommended Reading Gartn ...
Analyst(s): Michelle Shapiro | Derry Finkeldey
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... Customer experience success requires organizational culture change. Encouraging a customer-centric culture is difficult but is possible when CMOs responsible for customer experience plan and execute a CX strategy for top-down plus bottom-up success. Overview Introduction Analysis Gartner Recommended ...
... Access Research Already a Gartner client? Legacy CRM systems create hidden costs, integration lock-in, and security risks. Their fragmented data and rigid architecture hinder AI and analytics, while upkeep often exceeds the cost of migrating to modern CRM — making modernization essential. Gartner Resea ...
... complex e-commerce transformation and re-platforming to improve customer and member experiences while navigating headless commerce and digital payments. How Gartner helped Gartner Buy Smart: The client leveraged the Gartner Buy Smart application to effectively evaluate vendors and navigate the vendor assessment ...
... digital buyingexperience. Their reasons for this preference were driven by speed, convenience and comfort with the product, given the familiarity, and a preference for online self-research. Less than one-quarter of these respondents indicated that they preferred a digital buyingexperience to avoid ...
... Although a strong brand is more important than ever, CMOs struggle to secure resources when CxO peers overlook brand value. This research offers a practical three-part framework to build understanding and drive long-term investment. Insights at a Glance Issue Context Impact Brief More Detail Gartner Reco ...
... prioritize IT security, generative AI (GenAI), IT management, and customer relationship management (CRM), vendor expertise plays a central role in the buyingexperience. Why it matters Trust is built when vendors address buyer concerns directly. Buyers respond to clear explanations of how products handle security ...
... Access Insights Already a Gartner client? A reference architecture for IFD aligns technology investments with business goals, reducing complexity and risk. Service and support leaders should adopt a structured, layered approach to map strategy to process, capabilities and technology. Gartner Insights A ...
Analyst(s): John Quaglietta | Francesco Vicchi | Jennifer MacIntosh
... Access Insights Already a Gartner client? Heads of I&O are deprioritizing employee-centric operations, such as service management and digital workplace, for technology-centric initiatives. Use these insights to federate operations and prioritize employee feedback to ensure resilient infrastructure pla ...
Analyst(s): Chris Laske | Mark Margevicius | Sunil Kumar | Ken Rothenberger