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Premium Research Mar 2026
... especially small and midsize banks. CIOs should align tech spend to their risk profile, loss history, exposure to high‑risk products or channels, and customer demographics to reduce losses and better detect AI‑enabled fraud including deepfakes, phishing, synthetic IDs and social‑engineering scams. Gartner ...

Analyst(s):   Vatsal Sharma
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Research Jan 2026
... Access Insights Already a Gartner client? AI checkouts are reshaping digital commerce with new ways of customer engagement and growth while challenging the dominance of direct-to-consumer and online marketplaces. Digital commerce leaders must avoid cannibalization from AI checkout to optimize reach and ...

Analyst(s):   Sandy Shen
Premium Research Jan 2026
... As AI use cases in banking progress from the back office to applications that impact customers more directly, collaboration and alignment between IT and business leaders is key. Banking CIOs can use this research to develop a systematic process to align IT and business leaders on AI use cases, in order ...

Analyst(s):   Van To   |   Benjamin Seesel
Research Jan 2026
... Contact Center’s enterprise adoption readiness and its role in unifying CRM-CEC and CCaaS solutions. This research reviews the pros and cons of helping customer service tech leaders assess its alignment with organizational goals. Insights at a Glance Strategic Planning Assumption Impact Brief Actions and Cautions ...

Analyst(s):   Pankil Sheth
Research Jan 2026
... Insights Already a Gartner client? Driving growth in existing accounts is a cornerstone of CSOs’ revenue growth. Yet the complexity of B2B sales, with customers demanding greater value than ever before, means the traditional account manager role is too broad for success. CSOs should maximize account growth ...

Analyst(s):   Danielle McKinley   |   Daniel Hawkyard
Research Mar 2026
... guide reveals a proven framework to align CRM with business goals, transforming it from a stand-alone tech project into a strategic engine for growth, customer loyalty, and measurable business impact. Insights at a Glance Strategic Planning Assumption Impact Brief Actions How to Execute Success Measures ...

Analyst(s):   Ilona Hansen   |   Francesco Vicchi
Research Jan 2026
... sponsor programs can squander valuable C-suite time due to a poor structure, lack of clarity, and misaligned objectives. Unlock strategic value, deepen customer intimacy, and drive measurable business outcomes by redesigning the program with a clear engagement model, AI-driven matching, and robust measurement ...

Analyst(s):   Maria Marino
Research Mar 2026
... Access Insights Already a Gartner client? Machine buyers — machine customers that buy on behalf of organizations — are an agentic AI capability set to transform internal supply chains and procurement, reducing procurement cycles from months to seconds. This note gives CIOs and other executive leaders ...

Analyst(s):   Don Scheibenreif   |   Meghna Joshi
Research Feb 2017
... Designer A Human-Centered Approach to Digital Design Set Your Objectives Identify Your Target Customers Observe Target Customers in Context Interview to Gain Greater Insight Map the Ecosystem Map the Experience Ideate to Identify Opportunities to Test Follow the Cycle Through Multiple Iterations Gartner ...

Analyst(s):   Marcus Blosch   |   Betsy Burton
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