... proactive self-service journeys based on its analysis of customers’ needs, actions and goals. Customer service and support leaders can use the lessons from this case study to increase self-service resolution and improve the digital experience. Case Overview Problem Critical Components Results Recommendations ...
Analyst(s): Olivia Foster | Emily Potosky | Eric Keller
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... to support reps’ performance. Application leaders responsible for customer service and support technology should investigate how to incorporate technologies that enable context and guidance capabilities into a superior agent experience. Overview Strategic Planning Assumption Introduction Analysis Gartner ...
... WCM adoption is driven by its ability to deliver seamless digital experiences, where organizations seek to meet customers’ expectations for relevant content. This note guides application leaders to learn from the implementation experience of their peers shared on Gartner Peer Insights. Overview Peer Lessons ...
... Analytics AI and Agentic Intelligence Platform Architecture and Ecosystem Coordinated Campaign Management Real-Time Reputation and Crisis Management Customer Engagement and Community Building Influencer Identification and Engagement Performance Analytics and ROI Measurement Market Intelligence and Product ...
Analyst(s): Tia Zervas | Karen Lee | Claudia Ratterman
... microsegmentation and zero trust. Mr. Hils has performed in several strategic product marketing and management roles. In those roles, he focused on helping customers enhance their security postures. Securing networks - implementing firewalls, IPS and multifunction platforms Selecting IPS Making next-generation ...
... performance gaps Traditional sales productivity metrics are failing chief sales officers (CSOs). In 2025, 31% of CSOs missed new customer acquisition targets and 26% fell short on customer growth. Economic and political uncertainty has made deals stall and churn risk spike. Yet, most sales analytics functions ...
... specifically improving the customer experience while managing costs; designing an optimal service channel strategy; measuring and reducing customer effort; and how to hire, develop and retain high-potential frontline talent. Follow news and update from the Gartner Customer Service & Support Practice ...
... Customer service and support leaders are excited about the transformative opportunities that generative AI offers. Product leaders implementing GenAI should prioritize the use cases outlined in this research to drive higher retention and growth. Gartner Research ...
... Supply chains seeking to reduce cost, improve responsiveness or meet changing customer expectations are in constant cycles of reorganizing as restructuring efforts fail to meet expectations. This research offers insights to CSCOs considering reorganizing on overlooked pitfalls and how to avoid them. ...
Analyst(s): Lorraine Gavin | Julia Heyman | Alan O'Keeffe | Matthew Matsko