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Research Apr 2022
... Access Insights Already a Gartner client? The worldwide enterprise software market grew by 16% in 2021. Database management systems, and customer experience and relationship management remain the dominant markets. CPaaS showed the highest growth. Microsoft, Oracle and SAP retained the top three positions ...

Analyst(s):   Kanchi Bindal   |   Abhilash Khalkar   |   Roland Johnson   |   Laurie Wurster   |   Sharat Menon   |   Amit Goyal   |   Yanna Dharmasthira   |   Harshita Chibber   |   Alys Woodward   |   Shailendra Upadhyay   |   Fabrizio Biscotti   |   Balaji Abbabatulla   |   Chris Pang   |   Craig Roth   |   Lawrence Pingree   |   Mudit Sharma   |   Chandra Mukhyala   |   Varsha Mehta   |   Kevin Quinn   |   Nat Smith   |   Swati Rakheja   |   Mark Wah   |   Elizabeth Kim   |   Jim Hare   |   Brandon Medford   |   Robin Schumacher   |   Julian Poulter   |   Neha Gupta   |   Rahul Yadav   |   Radu Miclaus   |   Rishi Padhi   |   Amarendra .   |   Namrata Banerjee   |   Eric Hunter
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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
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 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
Webinar February 17 2026
Watch this complimentary Gartner service and support webinar to discover the top three priorities for customer service leaders in 2025.
Research Mar 2026
... Access Insights Already a Gartner client? Service and support leaders face significant pressure to adopt AI and deliver ROI, but often lack a clear vision, strategy, or step-by-step roadmap for implementation. AI transformation requires multiyear planning while remaining agile to new technological dev ...

Analyst(s):   Brett Overbey
Premium Research Feb 2026
... Finance and accounting business process outsourcing supports digital transformation and automation in finance operations, helping organizations avoid operational stagnancy. This note guides chief financial officers to learn from ratings and reviews by their peers shared on Gartner Peer Insights. Gart ...

Analyst(s):   Peer Community Contributor
Premium Research Mar 2026
... As organizations transform operations with AI and shift focus to value creation, service and support leaders must rethink their service delivery and agent roles. The next generation of human agents will need to serve as advisors, empowered and augmented by AI. Insights at a Glance Issue Context Impact ...

Analyst(s):   Kathy Ross   |   Brad Fager   |   Eric Keller   |   Jonathan Schmidt
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