... AI’s impact is fundamentally changing how banks operate, compete, and address customer needs and wants. Bank CIOs can use this research to prioritize seven foundational capability workstreams that will enable them to successfully support AI-led autonomous and agentic banking across their enterprise. ...
Analyst(s): Alistair Newton
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.
... Access Insights Already a Gartner client? Customer service and support leaders face urgent AI mandates but are stalled by slow IT roadmaps and a lack of dedicated resources. This insight provides a structured approach to identifying unused or poorly implemented capabilities within the platforms already ...
Analyst(s): Brady Holbrook | Andy West | Patrick Quinlan
... focus AI pursuits on the seller work that is easiest to automate, but the greatest gains often come from improving the actions that rely on judgment, customer insight and decision quality. Use this research to prioritize the right actions before deciding how technology should improve them. Insights at a ...
... SAP’s new tiered Success Plans offer enhanced support, but the Max Success Plan introduces complex pricing and rigid quotas, and while customers can drop the support plan at renewal, the fees will be locked in and redistributed to other SAP services. IT SPVM leaders must negotiate custom terms and map ...
... Access Insights Already a Gartner client? Customer service leaders face intense pressure to deploy AI; however, they are frequently not achieving the ROI originally expected. This research provides actionable guidance on how to choose AI use cases that will deliver the most impact for your business based ...
... Access Insights Already a Gartner client? C-suite leaders, influenced by vendor promises, media hype, and market expectations, are pressuring customer service leaders to “do AI.” However, AI is not a strategy. This four-step approach will give leaders a data-driven analysis that resets expectations and ...
... to maintaining customer loyalty and influencing brand perceptions. Gartner for Customer Service & Support Leaders provides indispensable insights, advice and tools needed to achieve service and support leaders’ mission-critical priorities, specifically improving the customer experience while managing ...
... roadmap, budget and student experience Higher education ERP is evolving rapidly, making it difficult for institutions to separate meaningful change from noise. Emerging technologies — including agentic AI — are transforming ERP into a leaner and potentially more automated experience. This session provides ...
... As technology becomes more critical, complex, and distributed across the enterprise, executive teams are rethinking how IT, OT, CX, product technology, and digital operations should be led. The long-standing idea of consolidating all technology under a single executive has resurfaced — yet today’s scale ...