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... organizations often fall short of new customer acquisition goals, especially when sellers prioritize existing customers over net-new logos. CSOs can achieve stronger overall performance by creating a GTM strategy specific to hunting to grow revenue and market share from net-new customers. Overview Strategic Planning ...
... Agentic AI is creating new opportunities for customer service leaders. This research details how agentic AI augments conversational AI platforms to enable an intelligent contact center that boosts customer self-service, customer service agent assistance, employee assistance, and process automation. ...
... Due to COVID-19, many customer service teams face large volumes of incoming requests, while their contact centers have a reduced capacity. Application leaders supporting customer service must improve their organization’s digital and self-service capabilities to gain short- and long-term resilience. ...
... Organizations often seek to understand what a business capability model for their customer service function should look like. Application leaders supporting customer service and support should use this research as a starting point for creating their own BCM. More Detail Recommended by the Authors Gartner ...
... business and operating models are linked by business capabilities, which drive the technologies needed to create a customer technology platform. Application leaders supporting customer service can use this research as a guide to align their solutions with their enterprisewide CTP. More Detail Recommended ...
... The manual work of integrating customer and supplier portals with the ERP can overwhelm shared services leaders. Leaders can divide customers and suppliers to reduce manual work for AP and AR teams, deprioritizing some interactions, using technology, piloting new approaches or improving governance. ...
... growth and evolution of the CSD services market. This note guides sourcing, procurement and vendor management leaders to learn from the implementation experience of their peers shared on Gartner Peer Insights. Overview Peer Lessons Learned Gartner Recommended Reading Gartner Insights Abstract ...
... The U.S. truckload market is experiencing a structural shift toward a more controlled and more expensive market due to expanded regulatory enforcement. Compliant carriers will gain share and pricing power. Shippers should expect diminished optionality and tighter capacity in addition to rising rates. ...