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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
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Announcement March 09 2026
... Finds 67% of B2B Buyers Prefer a Rep-Free Experience STAMFORD, Conn., March 9, 2026 Sales Enablement Must Shift From Static Content to AI-Powered Buyer Support Buyers want to engage on their own terms as 67% of B2B buyers state that they prefer a rep‑free experience, according to a survey by Gartner, Inc ...
Premium Research Jul 2026
... achieve enterprise growth targets. This must-read research shares proprietary insights on CMOs’ channel budget plans versus perceived impact to the customer journey. Insights at a Glance Issue Impact More Detail Contributors Gartner Recommended Reading Gartner Insights Abstract ...

Analyst(s):   Brad Jashinsky   |   Matt Moorut   |   Kassi Socha   |   Karen Carter
Premium Research Aug 2026
... for transformation. By proactively addressing these issues, high-tech executives can become strategic partners and deliver greater value to their customers. Insights at a Glance Issue Impact More Detail Gartner Recommended Reading Gartner Insights Abstract ...

Analyst(s):   Arjun Boparai   |   Michelle Shapiro
Premium Research Jul 2026
... competition has intensified in recent times as macroeconomic challenges grow. At the same time, the emergence of AI-enabled shopping increasingly impacts customer behaviors and loyalty. CMOs can use this research to discover how top multibrand retailers are successfully navigating these challenges. Introduction ...

Analyst(s):   Brad Jashinsky   |   Matt Moorut   |   Kassi Socha
Premium Research Aug 2026
... Shopper behaviors and sentiments constantly change, but AI is accelerating the evolution of customer journeys to a pace never seen before. This research highlights critical challenges that retail CMOs must navigate and provides guidance on actions to take to ensure success in monobrand retail. Introduction ...

Analyst(s):   Brad Jashinsky   |   Matt Moorut
Premium Research Sep 2026
... ITSM is being transformed by AI, cost and scalability pressures, growing technical landscape complexity, and evolving business customer expectations. This research identifies seven critical trends and key actions heads of I&O can take to get ahead of them. Insights at a Glance Issue Impact More Detail ...

Analyst(s):   Joe Rogus   |   Roger Williams   |   Chris Matchett   |   Jen Lichucki   |   Siddharth Shetty   |   Rich Doheny   |   Chris Laske
Premium Research Apr 2024
... An intranet packaged solution facilitates the creation and deployment of a private network or portal to support employees’ digital experiences, such as communication and self-service. Application leaders can learn from ratings and reviews by their peers shared on Gartner Peer Insights. Gartner Recommended ...

Analyst(s):   Peer Contributors
Blog Post November 11 2020
... The humility, availability and problem-solving skills that military talent brings to the table makes them an essential part of the Gartner team. Wondering how you’ll succeed and what life at Gartner is like for individuals who have served or who are still serving? ...
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