... 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
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... 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 ...
... differentiation alone is an obsolete path to market leadership; future competitive advantage and wallet share will be dictated by strategic alignment with customers. Customers crave insights on your strategy to determine their most valued providers. Data Snapshot Data Insights What You Need to Do Contributors Gartner ...
... 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
... 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
... channels are suited for enabling customers to manage day-to-day finances, but customers expect digital solutions even when handling complex and unexpected situations. Financial services leaders can use this research to bridge the gap between digital capabilities and customer expectations. Overview Conclusion ...
Analyst(s): Financial Services Business Leader Research Team
... does not align with buying drivers. Product marketing leaders must audit customer life cycles to find alternative differentiators that highlight the unique value only they can provide across buying, delivery, and owning experiences. Insights at a Glance Impact Actions How to Execute Success Measures Gartner ...