... give service leaders actions to strengthen their business continuity plans, ensuring employee safety and brand protection, while still maintaining customer service. Gartner Research ...
Analyst(s): Deborah Alvord
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... Access Research Already a Gartner client? Customer service and support leaders often struggle to secure funding for technology projects. A centralized, standardized approach to project prioritization ensures fair evaluation across business units. This research uses a real-life example to illustrate how ...
... Employee Experience Employee experience is more important than ever Managing talent today presents fundamentally different challenges for organizations than in the past. Employees aren't contributing the same level of discretionary effort, have higher expectations for their work experience and are more ...
... Unlimited license agreements are experiencing a renaissance, as customers seek predictable costs for AI, and vendors drive adoption. Sourcing, procurement and vendor management leaders must negotiate appropriate terms and guardrails before signing contracts for unlimited use with an AI flavor. Insights ...
... Organizations are placing big bets on customer service technology. But leaders are often enamored with slick technology features and overlook the prerequisites to enable them. Customer service and support leaders can use this research to improve their organizational readiness for new technology. Overview ...
Analyst(s): J.J. Moncus | Michael Rendelman | Karan Anand | Eric Keller | Brady Holbrook
... human accessibility to boost confidence in GenAI-powered customer-facing applications. This research takes proprietary survey data to guide CIOs in making smart GenAI decisions that deliver stronger support for consumers and corporate customers. Gartner Research ...
... tools to better equip staff to work in teams. Application leaders for customer service must assess the technology and changes for the future of work to provide cutting-edge customer experiences. Analysis Adopt a Holistic Customer Service Application Suite Approach to Procuring Contact Center Technology ...
... Improving digital employee experience starts with understanding employees’ daily work activities spent in applications across four distinct work modes. Digital workplace leaders can use the work modes framework to establish a vision, prioritize improvements and align experience to workers’ goals. Overview ...
Analyst(s): Dan Wilson | Tori Paulman | Priyanka Singh | Helen Poitevin | Mike Gotta
... A high-quality developer experience is essential for boosting teams’ productivity and retaining top software development talent. Software engineering leaders can use this assessment to benchmark their developer experience and identify high-impact improvement opportunities. Overview What It Is Directions ...