... Government finance leaders are constantly under pressure to digitalize their business, support the next-generation workforce and improve customer experience. Gartner found that the usual approaches of centralization, automation and process improvement do not make for successful finance transformation ...
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... Conversational commerce is emerging as a major new model for customer experience. Application leaders need to understand the progress being made by conversational platforms, the barriers to their adoption, and the steps needed to overcome those barriers. Analysis Definition Description Where Is Conversational ...
... Already a Gartner client? Rapid adoption of RCS and WhatsApp is reshaping conversational customer service beyond SMS. This research guides customer service and support leaders to select the right channel mix to boost customer engagement and satisfaction while balancing costs, based on the use cases, geography ...
Analyst(s): Brett Overbey | Lisa Unden-Farboud | Pankil Sheth
... High-effort customer service experiences are expensive to serve and detract from service’s objective of driving customer loyalty. Customer service and support leaders can use this research to understand how to effectively measure the CES and the impact that effort has on CX. Overview Introduction Analysis ...
... operations, with AI-driven solutions for conversation analytics, quality intelligence and agent well-being. Customer service and support technology leaders can use this research to explore innovative CX and efficiency-focused use cases. Overview Analysis Gartner Recommended Reading Gartner Insights Abstract ...
Analyst(s): Wynn White | Jonathan Schmidt | Christopher Sladdin | Kathy Ross | Patrick Quinlan
... Customer service and support leaders often fail to leverage their VoC and CX data to influence business objectives and other functional decision making. Adopt the 4C framework — collaborate, capture, communicate and confirm — to maximize the impact and value across the enterprise from customer service ...
Analyst(s): Deborah Alvord | Christopher Sladdin | Daniel O'Sullivan
... the most common customer service metric, but teams often deploy it in the wrong way, leading to incomplete insights and poor decision making. Customer service and support leaders can use this research to understand how to measure and interpret CSAT to improve service interactions and CX. Overview Introduction ...
... Machine customers’ actions are not always beneficial to all parties. Machines are making trade-offs, and some could cause harm to the business. Applications and software engineering leaders supporting CX must use this research to help detect and mitigate risk when machine customers go rogue. Overview ...
Analyst(s): Alfonso Velosa | Magnus Revang | Don Scheibenreif | Avivah Litan
... given order.) The steps to successfully transform your business with AI are: Map workflows, unify customer data and define requirements to identify AI GTM business opportunities. Predict unique customer needs and deliver personalized engagement using automated AI outreach systems. Prioritize AI investments ...