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Research Oct 2020
... The demand for no-touch or “untact” experiences has been accelerated by the pandemic, but will remain strong afterward. Enterprise architecture and technology innovation leaders must master untact technologies and design principles for staff- and customer-facing systems. Gartner Insights Abstract ...

Analyst(s):   Nick Jones
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Premium Research May 2025
... In this episode of Time to Value, Gartner’s René Büst discusses recent developments in the world of sovereign cloud and its growing importance to product management teams. Overview About the Guest Gartner Recommended Reading Gartner Research ...

Analyst(s):   Craig Lowery   |   Rene Buest
Video June 09 2023
... Machines Become Customers Today, there are more machines with the potential to act as buyers than humans on the planet. What if the growth opportunity is not about finding and selling to customers, but about making them? This episode features: The growing opportunity of machine customers CEO research showing ...
Research May 2021
... Customers in financial distress are a known risk to receivables collection. But even those who can afford to pay, may not. Shared services leaders can more accurately estimate the receivables they can count on by assessing customers’ behavior to uncover hidden risks of customer nonpayment. About This ...

Analyst(s):   Finance Research Team
Research Aug 2019
... Security and Identity Integration Complexities Buying a Solution That You Can’t Expand to Adapt to Future Needs Failing to Prioritize a Great API “Customer Experience” Failing to Clearly Define When to Use Different Integration Technologies Related Guidance Gartner Recommended Reading Gartner Insights Abstract ...

Analyst(s):   Matt Brasier   |   Gary Olliffe
Research May 2018
... Viability (Business Unit, Financial, Strategy, Organization) Sales Execution/Pricing Market Responsiveness and Track Record Marketing Execution Customer Experience Operations Completeness of Vision Market Understanding Marketing Strategy Sales Strategy Offering (Product) Strategy Business Model Vertical/ ...

Analyst(s):   Emil Berthelsen   |   Eric Goodness   |   Peter Havart-Simkin   |   Benoit Lheureux   |   Alfonso Velosa   |   Saniye Alaybeyi   |   Ted Friedman
Premium Research Jun 2023
... Total experience (TX) is both a strategy and a technology trend. This document is part of an updated series showing CIOs in the consumer goods manufacturing and retail industry what TX is and how it can drive growth, employee and customer engagement. Data Snapshot Data Insights What You Need to Do Gartner ...

Analyst(s):   Don Scheibenreif   |   Michelle DeClue   |   Jason Wong
Research Dec 2025
... Access Insights Already a Gartner client? The CCaaS market is experiencing rapid disruption, driven by advancements in GenAI and a proliferation of competing solutions from nontraditional customer service providers. We analyze the competitive landscape of providers provisioning CCaaS services, focusing ...

Analyst(s):   Megan Fernandez   |   Pri Rathnayake
... Perception and Market Strategy Gartner helped Discover Bank in driving strategic rebranding and digital innovation to expand market presence and enhance customer engagement. Mission Critical Priority Discover Bank's CMO wanted to pursue strategic rebranding to enhance its identity as a banking company rather ...
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