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Research Jan 2024
... purchase journeys by fulfilling buying tasks on behalf of human buyers. CSOs must understand and prepare for the impacts and disruptions these “machine customers” will introduce to B2B sales. Overview Strategic Planning Assumptions Introduction Impacts and Recommendations Gartner Recommended Reading Gartner ...

Analyst(s):   Luke Tipping   |   Daniel Hawkyard
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Research May 2019
... Customer service and support leaders are looking for innovative ways to differentiate their organizations through digital transformation. The Cool Vendors in this research can help in areas such as personalization, cross-channel engagement continuity and unstructured communications analysis. Analysis ...

Analyst(s):   Alastair Woolcock   |   Brian Manusama   |   Simon Harrison   |   Olive Huang   |   Jim Davies   |   Anthony Mullen   |   Jim Robinson
Research Sep 2019
... Blockchain for Customer Service Field Service Drones Mediated Interaction Matching Things as Customers Augmented Reality for Customer Support Customer Psychographics Workforce Engagement Management At the Peak IoT for Customer Service Customer Journey Analytics Digital Experience Platforms Customer Engagement ...

Analyst(s):   Drew Kraus   |   Olive Huang
Article November 20 2024
... benefits of mapping the ideal customer journey? Mapping the ideal customer journey fulfills customers’ functional needs (buying tasks and decision hygiene) and emotional needs (for confidence, reassurance, validation, affirmation and deconflict). Customers who experience a strong journey are more likely ...
Premium Research May 2020
... operational support, preventing innovation with emerging digital experience technologies — such as multiexperience and AR/VR. Application leaders must work with business stakeholders to enable, orchestrate and design business innovation in user experience. Gartner Insights Abstract ...

Analyst(s):   Deacon D.K Wan
Webinar On-Demand
... enterprise need to make storytelling a more integral part of their skillset. How do you create narratives that will resonate with stakeholders and customers, and build your influence? Join this complimentary storytelling webinar to find out how you can best convey your message internally and externally ...

Analyst(s):   Bruce Robertson
Premium Research Feb 2023
... assisted service experiences. The eight building blocks of customer service and support provide a framework to define and articulate technology strategy. Overview Introduction Future State Current State Gap Analysis and Interdependencies Migration Plan Gartner Recommended Reading Note 1: Customer Management ...

Analyst(s):   Jim Robinson   |   Drew Kraus   |   Steve Blood   |   Pri Rathnayake   |   David Norrie   |   Bern Elliot   |   Daniel O'Sullivan   |   Wynn White
Research Feb 2024
... Access Research Already a Gartner client? Just stopping by? HR technology leaders struggle to invest in the right HR technologies to improve employee experience due to unclear priorities and a complex vendor landscape. They must use a structured approach to understand the EX outcomes that matter and analyze ...

Analyst(s):   Harsh Kundulli   |   John Kostoulas   |   David Bobo
... From our Software Advisors: Stand out in CRM January 13, 2026 Contributor: Shephalii Kapoor Customer expectations are evolving faster than ever, and SMBs face mounting pressure to deliver personalized experiences while managing lean budgets. CRM software is no longer just a contact database—it’s a strategic ...
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