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Premium Research Apr 2022
... applying a reusable framework to improve overall government service delivery. Government CIOs can use this case study to inspire and inform total experience initiatives within their organizations. Case Overview More Detail About This Research Recommended by the Authors Gartner Insights Abstract ...

Analyst(s):   Apeksha Kaushik   |   Alia Mendonsa   |   Dean Lacheca
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Conference Highlight June 02 2025
... contacting Juliette Dixon at juliette.dixon@gartner.com. How to Build a CX Business Case for AI Innovation Presented by Chad Storlie, Sr Director Analyst, Gartner In a rapidly evolving landscape, integrating AI into customer experience (CX) strategies is essential for organizational growth. In this session ...
Research Jun 2025
... billion. Growth will be fueled by enterprise digitization efforts to operationalize CX and drive efficiencies using advanced messaging, solutions/applications, AI and security to deliver a trusted and personalized CX. Overview Forecast Data Summary Forecast Model Summary Influencing Factors and Assumptions ...

Analyst(s):   Lisa Unden-Farboud   |   Arunasree Cheparthi
Article July 24 2026
... Understanding the current AI adoption environment by assessing how customer approaches to buying, renewing and expanding AI deployments are evolving, identifying the expectations and challenges shaping adoption decisions, and finding ways to help customers achieve value faster Discovering AI opportunities by identifying ...
Announcement November 09 2020
... company revenue, while marketing is taking over more control over customer experience (CX) initiatives. Gartner Marketing Symposium/Xpo 2020 provides CMOs and other senior marketing leaders the insights and data they need to grow revenue, drive CX and lead digital innovation amid unprecedented times. The Gartner ...
Premium Research Dec 2024
... Customer service leaders have struggled to shift phone interactions to digital channels. The advent of generative AI, capable of facilitating seamless voice interactions, is encouraging leaders to reevaluate their strategies. However, this technology also poses a risk of increased fraud. Overview Strategic ...

Analyst(s):   Kim Hedlin   |   Christopher Sladdin   |   Jason Bridge   |   Brad Fager   |   Patrick Quinlan   |   Emily Potosky
Webinar On-Demand
... Rated: 4.6 out of 5 __________________________________________________________________________________________________________________ Storytelling is a proven tactic for leaders and executives aiming to influence stakeholders and communicate value. Yet, many leaders still find it challenging to cra ...

Analyst(s):   Bruce Robertson
Webinar March 02 2023
Get insights on executive compensation, organization structure, collaboration and decision making that go into creating a CX capability that will help executive leaders and their organizations weather the next disruption.
Webinar On-Demand
... five principles of storytelling and how to craft two types of stories — business value and human value — to better connect with stakeholders and customers. Return to this web page to watch the webinar. Contact us at gartnerwebinars@gartner.com with questions about viewing this webinar. ...

Analyst(s):   Bruce Robertson
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