... Customer service and support leaders’ assumptions about customers influence their VoC survey design. This content uncovers customer attitudes about surveys and helps leaders design VoC programs that result in higher engagement and meaningful insights. Overview Data Insights Gartner Recommended Reading ...
Analyst(s): Deborah Alvord | Keith McIntosh
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... Access Research Already a Gartner client? Customer service and support leaders struggle to deliver value toward companywide objectives due to ineffective or incomplete strategic planning. Successfully achieving these objectives requires prioritizing strategic alignment, securing essential resources and ...
... Customer service and support journeys often involve multiple channels, start on external third-party platforms and don’t always deliver resolution. Customer service and support leaders can use this infographic to understand the full customer service journey and take actions to improve it. Overview Gartner ...
Analyst(s): Eric Keller | Christopher Sladdin | Keith McIntosh
... Gartner client? Current economic volatility places significant pressure on service and support organizations to manage costs. This research shows how customer service and support leaders can use technology as a critical enabler to drive cost efficiencies and improve performance. Overview Introduction Analysis ...
... Product Management Survey, “understanding customer needs” is the most critical challenge for overall performance of product management teams. This guide helps product managers gather and analyze voice of the customer data to identify and understand customer needs. Overview Steps Review Your Performance ...
... existing products and services in order to deliver a valuable digital experience to their customers. This transformation is not a single step in the evolution of the organization, but a continuous process of adapting to changing customer needs and embracing new technologies that support them. Heads of enterprise ...
... Customer service and support leaders are under pressure to make a fast and outsized impact on their function. To do that, they need to secure “quick wins” — new and visible contributions to the success of the business. This research identifies quick wins leaders can leverage to drive business value. ...
... risk being sidelined. To safeguard and amplify the service organization’s value, leaders must break from the status quo, shape perceptions, leverage customer insights, and build influential executive alliances. Overview Introduction Analysis Gartner Recommended Reading Gartner Research ...
... business leaders driving enterprisewide AI transformation Customer Service & Support Conference Realize AI ROI, balance human-AI workforces and lead AI-first support with knowledge management that drives growth — plus key topics including customer experience, omnichannel strategy, contact center optimization ...