... Access Research Already a Gartner client? Service and support leaders are under pressure to deploy AI use cases and face substantial hype and many options. Our research identifies four underrated AI use cases that are not frequently deployed but can deliver strong business results. Insights at a Glance ...
Analyst(s): Eric Keller
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... Access Research Already a Gartner client? Service and support leaders often fail to optimize engagements with executive stakeholders, leading to reduced funding, diminished value perception, and stunted career growth. These steps and associated resources can help leaders overcome common challenges whe ...
... What differentiates success for machine customers is the ability for the supply chain to serve them more effectively and efficiently. British oil company Castrol is a great example of a company that has improved customer experience by leveraging a machine customer approach. The company has turned its clients ...
... Tell the Story of Your Business Model Who’s Our Customer? Customer Segments — Target Customers Based on Their Outcomes and Situations Customer Experience — Develop Customer Empathy to Deliver a Valued ExperienceCustomer Engagement — Reach Your Customers With Effective Channels What’s Our Offering and ...
Analyst(s): Marcus Blosch | Irving Tyler | Saul Brand
... Insights Already a Gartner client? AI avatars and digital twins are poised to transform customer service into a more personalized, efficient, and scalable operation, enhancing customer satisfaction and freeing up customer service representatives to focus on complex, high-value tasks that require human ingenuity ...
... Pacific Gas & Electric (PG&E) for their work on Customer at the Heart Shows the Power of Putting the Customer First. Pacific Gas & Electric rebuilt customer trust by emphasizing responsibility for customer experience. Their strategy included "Customer at the Heart" videos featuring executives, branding ...
... Invoice-to-cash applications use a single platform with automation and predictive capabilities to drive cash flow, improve collections and enhance customer experience. Corporate controllers can use this research to assess vendors that enable the digital transformation of invoice-to-cash processes. Market Definition ...
Analyst(s): Tamara Shipley | Miles Onafowora | Valeria Di Maso
... Access Insights Already a Gartner client? Business units need to improve operational efficiency and customer experience. Application leaders should embrace CPaaS as part of this digital journey for foundational CPaaS like SMS, A2P and voice, as well as emerging CPaaS like advanced messaging, biometric ...
... Release Using a Cross-Functional Team of Experts Prioritize Work to Align With KPIs, SLAs and Strategic Initiatives That Put the Digital Commerce Customer Experience at the Center Enable Business-Led IT, Rather Than Reining in Shadow IT Gartner Recommended Reading Gartner Insights Abstract ...