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Research Apr 2020
... Gartner client? The worldwide enterprise software market grew by 11.7% in 2019. Notable areas of growth included database management systems, customer experience and relationship management, and email and authoring. Microsoft retained the No. 1 position, and Oracle overtook IBM to take the No. 2 position ...

Analyst(s):   Rustam Malik   |   Varsha Mehta   |   Yanna Dharmasthira   |   Alan Dayley   |   Wataru Katsurashima   |   Amit Goyal   |   Vanitha Dsilva   |   Michael Warrilow   |   Eric Hunter   |   Julian Poulter   |   Fabrizio Biscotti   |   Jim Hare   |   Supradip Baul   |   Craig Roth   |   Bindi Bhullar   |   Neha Gupta   |   Kevin Quinn   |   Chandra Mukhyala   |   Sharat Menon   |   Alys Woodward   |   Laurie Wurster   |   Satyam .   |   Balaji Abbabatulla   |   Chris Pang   |   John Kostoulas
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Premium Research Nov 2024
... Power and utility CIOs can use this comparison to guide AI investments, with the aim of reducing risk exposure and improving operations and the customer experience. Gartner Recommended Reading Note 1: Scoring Breakdown Explanations ...

Analyst(s):   Jo-Ann Clynch
Research Oct 2025
... center market is projected to yield 17.5% growth through 2029, fueled by investments in solutions that enable automation, promote personalized CX experiences and support agents in resolving complex service issues. Overview Gartner Recommended Reading Gartner Insights Abstract ...

Analyst(s):   Megan Fernandez
... Positioning and brand management strategies Customer acquisition and frame solutions around customers’ needs Leveraging CoTé’s existing customer experience management (CXM) platform to build applications for B2B and B2C journey to deliver exceptional experiences Accelerating insurance digital transformation ...
Video July 23 2026
... Gartner for CIOs Navigating Change: Orlando Health's Strategy for Staying Informed and Connected Organization: Orlando Health Industry: Healthcare Employees: 36,450+ Mission-critical priority Novlet Mattis, CDIO at Orlando Health, supports growth through strategic expansions and hospital ...
Premium Research Dec 2025
... To realize the benefits of AI investment, customer service organization structure must align to the AI strategy. This research equips customer service leaders with actionable strategies to optimize their organization structure for AI-driven transformation. Gartner Research ...

Analyst(s):   Karan Anand
Premium Research Mar 2026
... Generative AI has supercharged scammers’ ability to target banking customers. CIOs need to empower themselves and their stakeholders with ways they can use their existing capabilities, infrastructure and technologies to protect customers from industrialized scams, and create new value for the bank. Insights ...

Analyst(s):   Jonathan Jackson   |   Uri Lerner   |   Vatsal Sharma
Premium Research Mar 2026
... Utilities seeking better customer engagement and product agility face both overlapping and missing capabilities in CIS and CRM offerings. Utility CIOs can enhance both at a lower cost to serve by composing a Utility Customer Suite, improving satisfaction and complying with regulatory demands. Insights ...

Analyst(s):   Jim Robinson   |   Lloyd Jones   |   Jo-Ann Clynch
Research Jun 2026
... cross-functional collaboration. Why This Matters Blind Spots What’s Around the Corner Questions You Should Be Asking Gartner’s Positions Your Journey as a Customer Service and Support Leader Evolving Insights History Gartner Insights Abstract ...

Analyst(s):   Brad Fager   |   Emily Potosky
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