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... digital business transformation. His focus areas include vibe coding, AI in the SDLC, agile, DevOps, Kanban, lean, platform engineering, developer experience, agile coaching, agile transformation, agile at scale and team productivity with an emphasis on people and culture. Prior to joining Gartner, Mr. ...
... Access Research Already a Gartner client? Self-service is integral to a customer engagement strategy, but organizations often treat it separately from assisted service. Customer service and support leaders can use this roadmap to build an integrated self- and assisted service program that leverages AI ...
... Customer service and support leaders need their reps to handle increasingly complex work but are faced with a challenging labor market. Rep technology enablement can support performance at scale, reducing reliance on high-skilled talent and increasing the value of assisted-service interactions. Overview ...
Analyst(s): Emily Potosky | Kathy Ross | Melissa Fletcher
... AI Act has come into effect with wide-reaching implications for any organization whose AI is used in the European Union, whether intended or not. Customer service and support leaders, as some of the most active deployers of AI, must understand the regulations and act now to ensure compliance. Overview ...
Analyst(s): Christopher Sladdin | Francesco Vicchi | Daniel O'Sullivan
... Rewind: Moments from 2026's conference Dive into the topics, sessions, speakers and more that made Gartner CIO Leadership Forum 2026 a memorable experience. Conference tracks Explore the tracks that were covered at the 2026 conference, informed by key CIO challenges and emerging trends. A: CIO as Functional ...
... Research Already a Gartner client? Objectives and key results provide a critical leadership tool to focus and align teams to achieve important outcomes. Customer service and support leaders should adopt the OKR methodology to help them align service and support efforts with enterprise priorities and make a ...
Analyst(s): Brian Weber | Nivedita Choudhary | Daniel O'Sullivan
... contact center technology from on-premises to the cloud opens new opportunities for organizations to rethink how they innovate and deliver service. Customer service and support leaders need to understand key budgeting, people, process and technology shifts while migrating to CCaaS. Overview Strategic Planning ...
Analyst(s): John Quaglietta | Brian Weber | Ian Elliott
... BlackLine Emagia Esker FIS HighRadius Quadient Sidetrade Versapay Customer Invoicing Collections Credit Monitoring Deductions and Disputes Customer Payments Cash Applications Process Automation Advanced Analytics User ExperienceCustomer Service and Support Implementation and Support Strategy Small and ...
Analyst(s): Tamara Shipley | Valeria Di Maso | Miles Onafowora