... Gartner client? Agentic AI presents yet another wave of transformation for customer service, offering the potential to automate interactions and processes, both for service teams and for the customers making requests. Customer service and support leaders must remain informed to stay ahead of this fast-moving ...
Analyst(s): Francesco Vicchi | Kathy Ross | Daniel O'Sullivan
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... Customer journey mapping is a powerful technique that can improve customer service, but often fails to deliver meaningful change due to poor scoping and siloed execution. Customer service and support leaders should take an active role and follow best practices to maximize the value of the technique. ...
Analyst(s): Daniel O'Sullivan | Christopher Sladdin
... Currently, customer surveys have limited value due to their low response rates and narrow scope. Customer service and support leaders need to rethink their VoC strategy and use other approaches and tools beyond surveys to gain valuable insight and create an intelligence center of customer data. Overview ...
... Commerce Platforms? What Is Gartner Peer Insights “Voice of the Customer”? What Is the Gartner Peer Insights Customers’ Choice? Use Customer Reviews and Expert Research to Supplement Your Analysis Gartner Peer Insights “Voice of the Customer” Digital Commerce Peer Reviews and Ratings Vendor Comparison ...
... What Is Ad Tech? What Is Gartner Peer Insights “Voice of the Customer”? What Is the Gartner Peer Insights Customers’ Choice? Use Customer Reviews and Expert Research to Supplement Your Analysis Gartner Peer Insights “Voice of the Customer” Ad Tech Peer Reviews and Ratings Vendor Comparison Other Vendors ...
... Customer value metrics are essential measures of marketing effectiveness, monitored closely by CMOs in mature marketing organizations. Your customer value metrics are unique to your business and require you to reach across the organization to define the journeys that drive profitable loyalty. Upshot ...
... Existing customers are expected to generate over half of 2025’s revenue growth for a majority of large tech providers, yet confidence in the execution of customer marketing programs is low. Product marketing leaders must prioritize top-performing customer marketing programs to exceed growth goals. Data ...
... As customers turn to third-party generative AI tools to resolve service queries, customer service and support leaders can expect a decline in first-party service volumes and a reset of customers’ service expectations. This research provides guidance on how to respond to this evolving trend. Overview ...
Analyst(s): Emily Potosky | Daniel O'Sullivan | Christopher Sladdin
... client? Many customers go straight to an agent for service, undermining the value of self-service investments. To increase adoption, customer service and support leaders can deploy a differentiated self-service strategy that accounts for the unique motivations and mindsets of different customer cohorts. ...
Analyst(s): Keith McIntosh | John Quaglietta | Eric Keller