... Collaborative customer service is primarily a policy and process initiative, but an underpinning platform that supports collaboration between customers and employees is key to its success. Application leaders responsible for customer service should use digital workplace initiatives to support this. ...
Analyst(s): Simon Harrison | Nadine LeBlanc | Steve Blood
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... Access Research Already a Gartner client? Customer service and support operating models have not significantly changed over the past decade, making them ill-equipped to successfully integrate and use AI at scale. Customer service and support leaders must restructure their organizations and define a new ...
Analyst(s): John Quaglietta | Jennifer MacIntosh | Daniel O'Sullivan
... the Gartner Peer Insights Customers’ Choice? Use Customer Reviews and Expert Research to Supplement Your Analysis Gartner Peer Insights “Voice of the Customer” CRM Customer Engagement Center Peer Reviews and Ratings Vendor Comparison Other Vendors Considered Peer Insights User Ratings Gartner Recommended ...
... Most technology providers offer customer onboarding programs, but fail to assist customers in achieving advanced levels of product adoption. Product leaders should craft specific touchpoints along the customer journey that help users move beyond basic proficiency. Overview Introduction Analysis Gartner ...
... Twenty members discuss use of external customer call centers, and specifically how they handle disconnected calls, including those from mobile devices and those caused by telecom providers. We also explore outsourcing strategies and approaches to managing remote customer service representatives. Gartner Insights ...
... Already a Gartner client? Many enterprises remain unprepared for the AI era, lacking the human readiness, skills, and mindset to adapt as customers demand seamless experiences and competitors redefine value and growth. This framework offers six strategic lenses to help leaders confront AI disruption and sustain ...
Analyst(s): Brook Selassie | Ethan Budgar | Hung LeHong | Ana Guerra | Himanshi Sharma
... Related Gartner resources HR Score HR Operating Model of the Future Improve the Employee Experience Mission-critical Priority Contribute to accelerated growth by decreasing turnover and increasing employee engagement. How Gartner helped Leveraged Gartner advisory services and departure tools to create ...
... overemphasize strategy and technology at the expense of culture, leading to failure. Customer service and support leaders can use this research to build a knowledge-oriented culture and improve customer self-service and agent experiences. Overview Introduction Analysis Gartner Recommended Reading Gartner Research ...