... Access Research Already a Gartner client? Deploying dynamic customer engagement is a multistep journey that involves investment in people, process and technology to deliver personalized, proactive experiences at scale. Customer service and support leaders can use this strategic roadmap to effectively ...
Analyst(s): Jennifer MacIntosh | John Quaglietta | Daniel O'Sullivan
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... 2024, 93% of TSPs will have deployed or tested GenAI in their organizations with improving CX as a top objective. This research provides three mission-critical imperatives for product managers to deliver improved CX, product quality and team productivity. Overview Strategic Planning Assumption Analysis ...
... more for tools that show less and who need a credible answer when the CFO asks where the money went. Her four research areas — journey orchestration, customer data, personalization and multichannel engagement — meet CMOs at the hardest decisions: what to keep, what to consolidate, what to renegotiate and ...
... Investments in technological capabilities are among the most important decisions made by customer service and support leaders. This detailed infographic aggregates service and support leaders’ assessments of the current and future value of various technologies. Overview Gartner Research ...
Analyst(s): Customer Service and Support Research Team
... This guide will help customer service and support leaders establish strategic objectives for the service organization, prioritize action steps toward achieving those objectives and align the service organization’s initiatives with business goals. Overview Steps Gartner Recommended Reading Gartner Research ...
Analyst(s): Customer Service and Support Research Team
... Despite the criticality of an executive transition, more than half of new leaders don’t have a formal transition plan. This guide helps customer service and support leaders who are transitioning into an executive role pave their way to a successful transition. Analysis Research Highlights Gartner Research ...
Analyst(s): Customer Service and Support Research Team
... Building effective digital channels is a top priority for customer service and support leaders. However, many have not achieved the expected value from their digital investments. Use this research to see how the best service and support leaders successfully co-lead digital delivery activity. Overview ...
Analyst(s): Customer Service and Support Research Team
... Customer service and support leaders can use this tool to compare their organization’s spending, operational efficiency, channel performance and talent management metrics to those of their peers. It helps in building business cases, defending budgets and making strategic, data-backed cost decisions. ...
Analyst(s): Customer Service and Support Research Team
... Gartner client? This year’s most important customer service technology trends center around two goals: migrating volume from assisted- to self-service and enabling assisted reps. This research highlights four major trends in the technology landscape for customer service and support leaders. Overview Survey ...
Analyst(s): Kim Hedlin | Christopher Sladdin | J.J. Moncus