... Access Insights Already a Gartner client? Transformational change implies constant adaptation and modernization to continuously improve customer experiences and outcomes. EA and technology innovation leaders can enable an evolving agile enterprise by empowering knowledge workers through a modular, DigitalOps-oriented ...
Analyst(s): Derek Miers
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... Customer service journeys are often complex, leading to high effort for customers and high costs for businesses. Service and support leaders can implement customer journey management — the discipline of designing, deploying and continuously improving journeys — to drive consistent and seamless CX. Overview ...
Analyst(s): Christopher Sladdin | Daniel O'Sullivan
... Voice of the customer (VoC) programs provide a cornerstone for CX initiatives through a deep understanding of customer needs and perceptions. As VoC efforts grow, product marketers must turn to platforms to scale the collection, analysis and availability of insights throughout the organization. Session ...
Analyst(s): Maria Marino | Michael Maziarka | David Yockelson | Chad Storlie
... National University of Singapore (NUS) modernized their admissions, financial aid and scholarships processes to enhance the applicant and administrator experience. A new platform approach leveraging automation and data-driven decision making improved efficiency, scalability and user-friendliness. Case Overview ...
... Access Insights Already a Gartner client? Critical perspective and insight from Richard Watson, VP, Analyst and Matt Brasier, VP, Analyst. Gartner Recommended Reading Gartner Insights Abstract ...
... Access Insights Already a Gartner client? With 60% B2B buyers turning to GenAI in some form to shape their purchase decisions, CMOs risk losing control over key information sources and marketing impact. To drive awareness and conversion, CMOs must update their digital platforms to meet the needs of AI ...
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... or handling an unexpected situation. Sixty percent of digital retail banking customers reported a high-quality experience when receiving help with their daily finances. But just 53% of them reported a high-quality experience when receiving help with a significant event or an unexpected situation, respectively ...
... Using Customer Reviews to Build Brand Reputation RavenCSI wanted to increase awareness of their platform and differentiate themselves from their competition in the competitive survey software industry. Customer reviews from trusted sites like Capterra, GetApp and Software Advice allow organizations ...