... priorities, specifically improving the customer experience while managing costs. Gartner’s research, advice and best practices equip customer service and support leaders to design an optimal service channel strategy; measure and reduce customer effort; and hire, develop and retain high-potential frontline talent ...
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.
... providers prioritize opportunities to generate revenue from existing clients, but their marketing teams often fail to seize them due to lack of access to customer intelligence. Product marketers should analyze service-purchasing patterns to inform strategies aimed at delivering growth. Overview Introduction ...
... Customer service and support leaders have over 200 metrics to measure performance, but some are more utilized than others. This research presents the current usage of these metrics, differences by business model, and offers suggestions for optimizing metric selection and implementation. Overview Strategic ...
... messaging. Startup tech CEOs must convey the additive benefits of SaaS rather than rely on SaaS alone to communicate value across three key stages of the customer life cycle. Overview Introduction Analysis Gartner Recommended Reading Gartner Research ...
... This note guides infrastructure and operations leaders to learn from ratings and reviews by their peers shared on Gartner Peer Insights. Voice of the Customer Segment View Gartner Recommended Reading Methodology Gartner Research ...
... Traditional hard-dollar-based business cases become increasingly difficult to prove in a volatile business environment. Autogrill’s CIO uses customer journeys to demonstrate the value of technology investments and drive prioritization conversations with other leaders. Overview Solution Highlights Challenge ...
... B2B equipment service offerings targeted at machine customers will drive revenue growth opportunities. Application leaders that react well to demand for machine-initiated, machine-evaluated service alongside human-initiated, human-evaluated service will also reduce cost and negative outcome risk. Overview ...
Analyst(s): Nadine LeBlanc | Jim Robinson | Don Scheibenreif
... client? In the coming years, advancements driven by AI, generative AI, and immersive technologies will revolutionize how tech CEOs and teams operate. Customer acquisition will be radically transformed through immersive hyperpersonalization, advanced predictive analytics and innovative decentralized models ...
Analyst(s): Warren Johnstone | Patrick Stakenas | David Kung
... on how they optimized their API strategy. With Ford's current focus on building cloud, data and API platform services for their commercial vehicle customers dive into how they are measuring success. Related insights Gartner clients can log in to access the full library. ...