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Research Feb 2026
... Access Insights Already a Gartner client? Gartner surveys show 79% of buyers experience regret due to challenges facing IT SPVM leaders. Business‑led tech buying creates silos, and without early SPVM involvement, poor decisions persist. Early engagement helps manage conflict, build consensus and boost ...

Analyst(s):   Yanni Karalis
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Premium Research May 2025
... TeamViewer Analytics and Reporting Anomaly Detection and Remediation Workflows and Automation Endpoint Experience Virtualization Experience Application Experience Unified Communications Experience Organizational Context Employee Sentiment (Inbound) DEX Score Employee Engagement (Outbound) ITSM Integration ...

Analyst(s):   Lina Al Dana   |   Dan Wilson   |   Stuart Downes
Premium Research Aug 2025
... Customer Service and support leaders often overlook employee experience’s impact on customer experience and operational efficiency. Agent observation and discovery uncovers unrecognized pain points that can enhance the employee experience, leading to improved productivity and CX. Overview Introduction ...

Analyst(s):   Brady Holbrook   |   Lauren Villeneuve
Premium Research Sep 2025
... landscape, DXPs are critical for organizations seeking to deliver personalized and integrated experiences across channels. This note guides customer experience leaders to learn from the implementation experience of their peers shared on Gartner Peer Insights. Overview Peer Lessons Learned Gartner Recommended ...

Analyst(s):   Peer Contributors
... AI in Software Buying: Why Verified Reviews Matter More Than Ever October 24 2025 Contributor: Amita Jain AI drives discovery, reviews drive decisions. Thirty-eight percent of software buyers now start their search with generative AI chatbots like ChatGPT, an 11 point increase from last year.* These ...
Premium Research Jul 2025
... Digital experience platforms integrate and orchestrate various applications, and facilitate content management and customer profile management to serve B2C and B2B use cases. This note guides customer experience leaders to learn from ratings and reviews by their peers shared on Gartner Peer Insights. ...

Analyst(s):   Peer Contributors
Premium Research Aug 2025
... great workplace experience leads to better employee engagement, well-being and productivity. This research allows digital workplace leaders to offer an office with the right space, purpose and opportunity by developing strategic relationships and supporting an ideal workplace experience solution. Overview ...

Analyst(s):   Sohail Majumdar   |   Tori Paulman
Premium Research Jul 2025
... B2B CMOs limit their growth opportunities by directing CX improvements solely to the buying journey. This research highlights the commercial value of supporting the end-to-end customer journey and the importance of addressing the emotional aspects of the customer relationship. Overview Data Insights ...

Analyst(s):   Leah Leachman   |   Kevin Toutkoushian
Premium Research Jun 2025
... CMOs must connect brand stories with customer experience to deliver positive customer outcomes and achieve marketing goals such as awareness, engagement and retention. Use Gartner’s narrative design model to meet customer needs at pivotal moments along their journey. Overview Introduction Analysis Gartner ...

Analyst(s):   Nicole Greene
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