... Customer service and support leaders often set performance targets based on external benchmarks, overlooking the specific needs of their own customers and organization. This research provides recommendations on how to set precise internal targets that contribute to achieving business objectives. Overview ...
Analyst(s): Daniel O'Sullivan | Deborah Alvord
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... Customer-facing, conversational generative AI can help customer service and support leaders deliver better service at scale, but it requires strategic planning to manage its unique risks. This research educates leaders on these risks and offers actionable insights for mitigation. Overview Conclusion ...
Analyst(s): Emily Potosky | Kim Hedlin | Aman Jagdev | Melissa Fletcher | Olivia Foster
... all without missing a beat for the customer. Today’s leading chief supply chain officers report to the CEO and manage expanded portfolios with strong influence over product design, customer experience and other domains well beyond traditional operations. Our customers still demand better, faster and cheaper ...
... core sales processes and improve buyer-seller engagement via customer interaction touchpoints. Applications and software engineering leaders can learn from ratings and reviews by their peers shared on Gartner Peer Insights. Voice of the Customer Segment View Gartner Recommended Reading Methodology Gartner ...
... Digital commerce leaders must prioritize customer payment choice and continuously adapt to evolving consumer behaviors and preferences. By staying informed of trends, digital commerce leaders can provide the desired payment methods for their customers to drive conversions and retention. Data Snapshot ...
... Tech CEOs often launch products and services without considering customer success. This leaves them open to high churn and low engagement. This webinar will provide the necessary steps to grow the customer success function, boost the net revenue retention and set best practices as the company grows. ...
... provider content types. Yet, many startups fail to properly set expectations to create them with their early customers. Startup tech CEOs can use this research to quantify value for customers and document and deliver value stories. Overview Introduction Analysis Gartner Recommended Reading Gartner Research ...
... Agentic AI will transform the capabilities of machine customers and elevate them from being advanced to completely independent. Machine customer product leaders must leverage the impact of agentic AI to advance product capabilities, develop use cases and benefit from autonomous decision making. Overview ...
... Insight Report August 11, 2020 3 Tactics to Streamline Chat in Online Customer Service Marketers must consider adopting one or more of the three main chat platforms for customer service: live chat, chatbots and SMS (text messaging). With brand adoption trends and best-in-class case studies, this report ...