... Communication service providers are progressing from AI chatbots and knowledge assistants to agentic AI automation to boost efficiency, performance and scalability outcomes. AI-focused vendors must demonstrate business value, not just technical prowess, to succeed in enabling outcomes that address c ...
Analyst(s): Enrique Hernandez-Valencia
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... Benchmarks Survey around marketing investments, brand awareness and demand generation. How should our go-to-market model evolve given AI and changing buying dynamics? Use this guidance to stay ahead, achieve your goals and lead product marketing success in 2026 and beyond. How should I evolve my organization ...
... Consumers are already willing to use AI to support their insurance needs. Insurers need to modify their channel and customer strategy to effectively leverage AI, including as a channel and to enhance the chatbot, as well as support transactional straight-through processing and machine customers. Insi ...
... Access Insights Already a Gartner client? End-user spending in CRM will grow through 2029 at a constant currency CAGR of 14.4%, driven in part by generative and agentic AI. Providers in each CRM market should focus on tangible AI outcomes for their investments, including references, ROI examples, and ...
Analyst(s): Kanchi Bindal | Julian Poulter | Roland Johnson | Amarendra .
... concentrate on activities aimed at achieving customer experience success, but an alternative is to eliminate obstacles that hinder this success. Applications leaders should identify and remove the employee barriers preventing an improved customer experience. Data Snapshot Data Insights What You Need to Do ...
Analyst(s): Maria Marino | Don Scheibenreif | Michael Chiu | Leah Leachman
... Business cases for CX initiatives fail to generate executive attention and commitment when they highlight the wrong things. Rather than framing around operational updates or high-level concepts, CMOs should craft value stories illustrating how CX initiatives impact key business priorities. Overview Co ...
... CMOs responsible for growth must ensure they deliver customer retention and organic growth, not just leads and acquisition. Use our customer experience maturity model to evaluate your organization’s CX maturity and identify areas for improvement in business outcomes and customer satisfaction. Overview ...
Analyst(s): Chad Storlie | Leah Leachman | Halle Stern | Augie Ray
... CMOs must shift from focusing on negative VoC data that does not lead their organizations to discover effective CX. CMOs must lead their organizations to share positive customer stories that enable measurable growth and satisfaction. Overview Introduction Analysis Gartner Recommended Reading Gartner Rese ...
... As early Gen Z brand relationships form, B2C CMOs should aim to secure loyalty through strategies tied to discovery, emotional connection, advocacy, and authenticity to build brand affinity. Introduction Analysis Gartner Recommended Reading Gartner Research ...