... powerful path to improved customer service interactions is also a challenging one: think less about your customers, and more like your customers. Application leaders focused on customer service and support should utilize customer journey maps to think more like their customers. Gartner Insights Abstract ...
Analyst(s): Michael Chiu | Jim Davies
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... majority of revenue opportunity coming from existing customers, it’s no surprise that there’s been an increasing focus on customer-focused marketing roles within technology service providers. When customer engagement is defined more holistically and customer marketing resources are centralized, marketers can ...
... Emerging technologies provide insurers with an opportunity to shift customers from being passive recipients to active participants in a property and casualty insurance claim. P&C insurance CIOs should use this research to set their digital ambitions for claims transformation and optimization initiatives ...
... < Back to Conference Overview Manage the Return to the Workplace Experience for Employees Learn how HR executives can support the organization in a safe and smooth return to the workplace for employees. In this video, originally posted on LinkedIn Live, we discuss the major considerations for making ...
... where she manages the marketing strategy for the vendor platform. She has more than 20 years of marketing experience, leading initiatives from brand strategy and demand generation to customer retention and advocacy. Connect with Caroline on LinkedIn. Get the Gartner Digital Markets Newsletter Connect ...
... Related Gartner resources Create an Effortless Customer Service Experience Optimize Your Service Channel Improve The Customer Service Experience Mission-critical priority Decrease employee turnover and invest in the company’s current workforce to improve operating expenses and meet KPIs. How Gartner ...
... A congressional proposal aims to penalize U.S. employers whose contact center is not in the U.S. While this may not become law, leaders should understand the potential impacts of the proposal on their operations and how to prepare to *potentially adjust their digital and talent strategies in respons ...
... Access Research Already a Gartner client? Without the right talent to manage a technology investment, organizations fail to achieve the desired outcomes. Service and support leaders can use this research to identify and develop talent with the skills and expertise required for effective technology man ...
Analyst(s): J.J. Moncus | Eric Keller | Karan Anand
... employment brand, and candidates struggle to discern best-fit employers. To attract must-have talent, recruiting leaders should create a catalytic brand experience that is sensory, emotional and reflective. Gartner Recommended Reading Gartner Research ...