... Hopper’s generative AI-powered interactive voice response delivers seamless self-service issue resolution in the voice channel. Customer service and support leaders can use Hopper’s strategy to implement low-effort, conversational issue resolution with GenAI. Gartner Research ...
Analyst(s): Emily Potosky | Olivia Foster
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... revenue growth by innovatively using content, UX, technology and data to offer differentiated experiences. Digital commerce leaders can use this research to learn how to deliver memorable digital commerce experiences. Overview Strategic Planning Assumptions Introduction Analysis Contributors Gartner Recommended ...
... individual personas Leverage customer segment insights and VoC data to define the customer personas that will inform development, customer experience (CX) design and GTM strategy. The first persona to create for B2B technology product planning describes the ideal customer — meaning, the target B2B company ...
... The rapid advancement of AI is reshaping the workplace, yet a significant gap exists between executive enthusiasm and practical adoption. While 77% of CEOs see AI as the most impactful technology for the coming years, only 12% of individual contributors have used generative AI (GenAI) for critical t ...
... 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
... 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 ...
... Many utilities are stuck on legacy billing. CIOs who ignore modern customer platforms risk irrelevance. They must lead real-time, customer-first innovation to enable energy-as-a-service and behind-the-meter solutions that unlock new revenue. Strategic Planning Assumption Analysis Next Steps Gartner Recommended ...
... summary by discussing the various technology solutions members have adopted for planning functions, including supply chain, financial planning, sales & customer, trade promotion, and marketing. Next, we examine the current integration levels between members' supply chain, finance, and marketing and sales processes ...