... economic headwinds, organizations continue to invest in customer service technologies, focusing on AI and GenAI to improve performance. This Hype Cycle will help customer service and support technology leaders assess the maturity and risks of customer service and support technologies. Analysis Definition ...
Analyst(s): Drew Kraus
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... Customer service and support technology leaders often struggle to keep pace with advancements in conversation analytics. This research describes conversation analytics in the context of various customer service analytics platforms to improve CX, agent experience and operational efficiency. Gartner Recommended ...
... leaders recognize the need to deliver a great CX, but struggle with strategy, data management and delivering customer value. Greater spending on personalization in digital commerce, coupled with relevant and transparent privacy notices, can increase customer value and boost sales. Overview Strategic Planning ...
... stronger supplier relationships and unlock opportunities for improvement. Overview Introduction Analysis Gartner Recommended Reading Note 1: What Is a Customer of Choice? Gartner Research ...
... Thousands of tech software and service providers targeting customer service and support describe how they can use generative AI (GenAI) in their solutions, but capabilities vary widely. Service leaders need a set of key questions to assess these solutions’ capabilities, risks, and value effectively. ...
... Expectations for conversational AI are being redefined with the application of GenAI technology. Customer service and support leaders responsible for improving CX and agent productivity must understand how to leverage GenAI to increase the conversational AI platform value proposition. Overview Strategic ...
... Access Research Already a Gartner client? Machine customers provide the only viable way to optimize product portfolios in an era of ever-changing client needs. Product leaders who fail to utilize real-time product insights and voice of the machine (VoM) data to drive product innovation will face eroding ...
Analyst(s): Anushree Verma | Samantha Searle | Don Scheibenreif
... your customers share rather than relying solely on guesswork or intuition. Remember that your customer reviews are the key to success—treat them with respect and always thank customers for their time and effort. With the right strategies in place, you can provide a better customer experience and position ...
... Organizations struggling to capture customer attention must opt for personalization engines to customize content for each user, optimizing digital experiences. This note guides digital marketing leaders to learn from the implementation experience of their peers shared on Gartner Peer Insights. Overview ...