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Research Apr 2023
... Access Insights Already a Gartner client? The worldwide enterprise software market grew by 11.3% in 2022. Customer experience and relationship management and database management systems remain the dominant markets. CPaaS showed the highest growth. Microsoft, Oracle and SAP retained the top three positions ...

Analyst(s):   Mark Wah   |   Laurie Wurster   |   Neha Gupta   |   Nat Smith   |   Chris Pang   |   Elizabeth Kim   |   Julian Poulter   |   Kevin Quinn   |   Jim Hare   |   Shailendra Upadhyay   |   Namrata Banerjee   |   Christian Canales   |   Dave Messett   |   Radu Miclaus   |   Roland Johnson   |   Kanchi Bindal   |   Nicholas Carter   |   Robin Schumacher   |   Akshita Joshi   |   Alys Woodward   |   Lawrence Pingree   |   Brandon Medford   |   Ruggero Contu   |   Amit Goyal   |   Harshita Chibber   |   Chandrashekar S   |   Eric Hunter   |   Arunasree Cheparthi   |   Sharat Menon   |   Swati Rakheja   |   Amarendra .   |   Mudit Sharma   |   Fabrizio Biscotti   |   Alexandre Oddos   |   Rishi Padhi   |   Rahul Yadav   |   Varsha Mehta   |   Sean ONeill   |   Umang Dwivedi   |   Balaji Abbabatulla   |   Chandra Mukhyala   |   Craig Roth   |   Yanna Dharmasthira   |   Rounak Bhattacharyya
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Research Feb 2021
... service provider opportunities are increasingly influenced by AI, advanced analytics, IoT, security, digital workplace, edge, cloud computing and customer experience. We provide essential insight enabling TSPs to plan, reinvent and remain competitive in the marketplace. Scope Analysis Topics Suggested First ...

Analyst(s):   Niketa Patel
Premium Research Jun 2024
... This comparison identifies 20 hyperautomation use cases, measured against value and feasibility, that can improve operational efficiency and customer experience, enable new products and services, and reduce risk. Bank CIOs can use this research to prioritize use cases and investment decisions. Contributors ...

Analyst(s):   Vatsal Sharma
Research Oct 2025
... leaders know it’s crucial to have agents fully committed to issue resolution, yet customers don’t always feel this commitment. This research provides actionable strategies leaders can use to drive high-quality customer-agent interactions. Data Snapshot Data Insights What You Need to Do Gartner Recommended ...

Analyst(s):   Keith McIntosh
Premium Research Oct 2025
... Organizations investing in digital customer service face a confusing landscape, with AI innovation blurring the lines between once well-established and distinct markets. Customer service leaders can turn the challenge into an opportunity by rethinking their platform strategy. Insights at a Glance Strategic ...

Analyst(s):   Brett Overbey
Premium Research Mar 2026
... Banking, insurance and investment services customers will increasingly use agents to discover and consume products. While industry leaders must make products discoverable by third-party agents, only the largest institutions will have a business case for implementing proprietary agents. Insights at a ...

Analyst(s):   Sophia Palmstedt   |   Van To
Research Nov 2025
... Gartner client? Organizations face significant tech and process shifts as customers adopt “channelless” buying journeys. CMOs must adopt a channel-adaptive, AI-powered, and outcome-focused post-omnichannel strategy to meet customer needs, drive agile and scalable marketing, and accelerate growth. Insights ...

Analyst(s):   Suzanne Schwartz
Research Mar 2017
... marketplace functionality to a commerce site can increase revenue and improve customer satisfaction. Key Challenges Introduction Analysis Augment Existing Product Catalog Before Considering New Categories Create Consistent Customer Experiences Across All Product Sellers Monitor Vendors Closely and Plan for Logistics ...

Analyst(s):   Jason Daigler
Research June 04 2025
... Future of Customer Service: 3 Key Trends To Watch Explore how trends in technology and shifting customer behaviors will impact the future of customer service Embrace innovation to thrive in the future of customer service As the future of customer service unfolds, organizations are experiencing a transformative ...
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