... good service experience is not enough to make customers more loyal.
“At best, a great customer service experience can only mitigate disloyalty – not make customers more loyal. Their loyalty is ultimately tied to the company’s product or service offering, not the customer service experience,” said Brent ...
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... Websites are crucial in successful digital marketing. Poor website experiences can stifle business performance and decrease customer satisfaction. CMOs can use this research to define the strategy, assess resource needs and document the defined scope of work for their website optimization project. Overview ...
... Driven by a need to improve customer and consumer experience in a highly seasonal business, Unilever Ice Cream has executed an E2E supply chain digitalization initiative leveraging AI across planning, manufacturing and go to market. Learn the details from Unilever Ice Cream’s CSCO Sandeep Desai. Gartner ...
... have potential to deepen customer relationships and drive growth but firms struggle to find the right balance of valuable yet efficient interactions. Financial services leaders in retail banking can use this research to deliver value and improve suboptimal contact center experiences. Overview Data Insights ...
... transformation struggle to measure the value of these platforms. I&O leaders can use the four sets of metrics in this research to track customer outcomes and experiences of their cloud-native infrastructure platform. More Detail Gartner Recommended Reading Gartner Research ...
... search and product discovery can result in lost revenue and frustrated customers — the functions that are critical for digital commerce success. This note guides digital commerce leaders to learn from the implementation experiences of their peers shared on Gartner Peer Insights. Overview Peer Lessons ...
... can use this case study to facilitate consensus-based decision making by product line managers. This approach helps optimize the end-to-end experience of customers who have multiple touchpoints with an enterprise. Recommended by the Authors Gartner Insights Abstract ...
... able to: Achieve financial gains by restructuring service contracts and delivery. Refine services by ensuring they were future-ready and aligned with customer requirements. Gain a better understanding of their IT and tech stack, enabling them to make informed decisions and optimize system integration for ...
... for Supply Chain to upgrade sales & operations planning (S&OP). How Gartner helped Shared key insights from leaders & practitioners on the topic of customer segmentation, data-driven research on S&OP best practices, and expert guidance throughout the 9-month project plan. Business impact Gartner for Supply ...