... Access Research Already a Gartner client? Implementing a DCE program will have a cross-functional impact on people, processes and technology. Customer service and support leaders should partner with their colleagues throughout the business and IT to build a governance model designed to support and sustain ...
Analyst(s): John Quaglietta
Get more from Gartner
Interested in receiving proven business and technology insights, analyst guidance, benchmarks, diagnostics and more? Connect with a Gartner representative to learn more about becoming a Gartner client.
... Most utilities focus on monolithic, vendor-first, customer information system strategies that do not support agility and resilience needed during energy transition. Utility CIOs should use this research to develop a new composable CIS architecture that will enable digital business outcomes. Overview ...
... revenue but will not generate broader demand and will stall early. Accelerate your pipeline creation with a strategy to build repeatable and predictable customer acquisition. Scope Analysis Topics Suggested First Steps Essential Reading Tools and Toolkits Gartner Research ...
... CSPs are focusing on increasing adoption of AI and automation to help customers with their overall experience. CSP CIOs must develop an approach for sourcing and implementation with the intent to scale AI adoption across customer and business operations. Overview Market Definition Market Description ...
... Access Insights Already a Gartner client? The $22.9 billion CRM customer service and support software market will grow at a five-year compound annual growth rate of 10.3% in U.S. dollars through 2024. Technology and service providers can use this document to understand the drivers of this market’s revenue ...
... Access Insights Already a Gartner client? Intranets remain a foundation for organizations’ digital employee experience efforts, even as AI transforms how intranets engage employees and provide access to services. Application leaders supporting employee communications and digital workplace efforts should ...
Analyst(s): Mike Gotta | Alexandra Earl | Helen Poitevin
... consumption pricing is causing bill shock, resulting in lost customers: 47% of buyers encountering pricing issues switched vendors. Product leaders who weaponize overages will lose to competitors who are using “pricing forgiveness” policies to derisk customer expansion and win enterprise budgets. Insights at a ...
... Access Insights Already a Gartner client? The CSS market grew at a solid rate of 12.4%, reaching $37.6 billion in 2023. Customer service automation remained the largest contributor of growth to this market, with Microsoft, Genesys, NICE, ServiceNow, Five9 and Talkdesk leading in terms of performance. ...