... Access Research Already a Gartner client? Outsourcing vendors regularly evolve their offerings, but customer service and support leaders seldom keep up with their partner’s maturing capabilities. This research will help you identify your current business process outsourcing partnership maturity and how ...
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... Total experience creates shared superior experiences for consumers and employees, supported by better UX and multiple touchpoints. CG and retail CIOs should use this updated research on TX as part of their strategic partnership with business stakeholders. Gartner Research ...
Analyst(s): Jason Wong | Michelle DeClue | Don Scheibenreif
... Three common myths threaten service and support success: that customers prefer assisted service, that leaders should focus on self-service to cut costs, and that service and support is a cost center. This research debunks these myths, ensuring leaders are allocating their resources in the most impactful ...
Analyst(s): Keith McIntosh | Emily Potosky | Melissa Fletcher
... Access Insights Already a Gartner client? Competition in the customer analytics market is increasingly coming from providers offering solutions with innovative AI capabilities for advanced sentiment analysis, graph analytics and real-time customer insights. Overview Analysis Product or Portfolio Overview ...
... 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 ...
... 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 ...
... 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 ...
... Total experience creates a shared superior experience for employees and customers. This updated cross-industry research series shows asset-intensive manufacturing CIOs what TX is and how it can drive growth and employee and customer engagement. Data Snapshot Data Insights What You Need to Do Gartner ...
Analyst(s): Jason Wong | Scot Kim | Don Scheibenreif | Michelle DeClue | Ivar Berntz
... Communications employees can improve career satisfaction and intent to stay. Chief communications officers can use this research to learn how to adopt experience-based career maps to retain employees within the function. Overview Analysis Contributors Gartner Recommended Reading Gartner Research ...