... leaders do not fully understand the resource-intensive prerequisites that are essential to a successful generative AI deployment in service and support. Customer service and support leaders can use this rubric to determine their readiness for one or more GenAI use cases. When to Use Directions for Use Gartner ...
Analyst(s): Kim Hedlin | Patrick Quinlan | Daniel O'Sullivan | Christopher Sladdin
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... 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
... Access Insights Already a Gartner client? GenAI opens new revenue opportunities for service providers offering system integration services that support customer support platforms and processes. Service providers must continue to plan on delivering GenAI services to stay competitive. Overview Analysis Product ...
... DaaS allows access to virtual desktops and end-user experience (accessed using a remote display) with the help of a public cloud or service provider. Infrastructure and operations leaders can learn from ratings and reviews by their peers shared on Gartner Peer Insights. Gartner Recommended Reading Methodology ...
... Consolidation of customer service functionality is redefining the CRM CEC. Artificial intelligence and increased investment in digital engagement are top priorities on vendors’ roadmaps. We researched 16 vendors to help application leaders navigate this increasingly complex landscape. Market Definition ...
... learn to align the end-to-end supply chain to customer-needs-based segments to balance cost, responsiveness, flexibility and agility, so differentiated supply chain service can be delivered reliably at scale with profit. Incorporating customer experience data into supply chain KPIs is a good way to start ...
... vendors need to consider. Vendors who integrate robust automated red-teaming practices will earn trust and stay compliant as regulatory expectations and customer needs evolve. Analysis Gartner Recommended Reading Evolving Insights History ...
... Already a Gartner client? ServiceNow’s aim to monetize acquisitions and embedded AI can drive up contract costs without proportional value increases if customers lack a negotiation control framework. This research outlines how to shape vendor behavior, limit scope, and optimize outcomes preventing overspending ...
Analyst(s): Lance Pate | Tyler Smith | Justin Galentine | Christopher Dixon