... conversational marketing offers brands a competitive edge by enhancing customer engagement, but requires AI and human touchpoints. CMOs must assess the potential benefits, risks and requirements to successfully implement conversational experiences to drive growth. Insights at a Glance Strategic Planning Assumption ...
Analyst(s): Matt Moorut | Suzanne Schwartz
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... digital-first service delivery, the value of analytics and enabling agents. This research highlights major trends in the technology landscape for customer service and support leaders. Overview Data Insights Gartner Recommended Reading Gartner Research ...
... 15.7% between 2023-2028 in constant currency, slowing in 2023 due to economic volatility and picking up in 2024. Enterprises will operationalize customer experiences via advanced messaging and solutions to improve productivity and fuel growth. Overview Forecast Data Summary Forecast Model Summary Influencing ...
Analyst(s): Daniel O'Connell | Ajit Patankar | Lisa Unden-Farboud
... a Gartner client? The 2021 Gartner CIO Survey shows COVID-19 accelerated digital business initiatives, elevated the CIO role and brought the customer experience to the forefront. To promote digital business transformation, Russian CIOs must adopt technologies and strategies that support their organizations ...
Analyst(s): Chad Eschinger | Nikolai Butvina | Inna Agamirzian
... Already a Gartner client? Working from home, distance learning, gaming and streaming all depend on content-centric capabilities for excellence in customer experience. As CSPs adapt to evolving content needs, we advise CIOs on how to transform their IT operating models and develop content-related capabilities ...
... This research note features Q&A with progressive customer service and support leaders, delving into their function’s purpose, the obstacles they confront, and the inventive, sometimes unconventional, solutions fueling their achievements. Gartner Research ...
... In today’s dynamic business landscape, employees are struggling to cope with organizations implementing rapid and continuous changes. This research helps HRBPs enhance change adoption by establishing transparent communication and proactively addressing change fatigue. Gartner Recommended Reading Gartn ...
... friction and enabling faster personalization at scale Improves real‑time customer experiences and retention by enabling on-device and edge inferencing for use cases such as augmented reality (AR)/virtual try‑ons, spatial/“phygital” experiences and visual question answering Unlocks richer insights for strategy ...
... give service leaders actions to strengthen their business continuity plans, ensuring employee safety and brand protection, while still maintaining customer service. Gartner Research ...