... Gartner client? Just stopping by? Product planning is the practice of understanding customer needs, assessing the market and establishing a product strategy. Disruptive technologies, new competitors and fast-changing customer expectations increase the challenge for product managers developing plans to achieve ...
Analyst(s): Roberta Cozza
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... Access Research Already a Gartner client? Just stopping by? Customer service leaders have made significant investments in self-service, but customers still struggle to resolve issues in those channels. Leaders can use this research to benchmark their self-service performance against their peers and learn ...
... Banking leaders are seeking solutions to enable cross-channel customer journeys to maximize customer engagement. CIOs can choose from solutions that offer low-cost core functionality, solutions that facilitate new value delivery, and others that provide discovery and redirection to other channels. Overview ...
... Digital marketing leaders use mobile marketing platforms to acquire, engage and retain customers through meaningful interactions on customers’ mobile devices. Use this research to balance evolving mobile marketing demands and dynamic cross-channel platforms to find the best vendor fit. Overview Strategic ...
... Access Research Already a Gartner client? While many organizations prioritize self-service, customer reliance on assisted service remains significant. Customer service and support leaders can use this research to understand how to build agents that advocate for self-service, while avoiding actions that ...
... Poor visibility into the causes of customer nonpayment makes it difficult for shared services leaders to know how to reduce instances of nonpayment. Learn how Cummins equips its frontline collection agents to track and communicate reasons for customer nonpayment in real time. Overview Solution Highlights ...
... conference? The agenda delivers the latest insights across key topic areas, including CHRO effectiveness; diversity, equity and inclusion; employee experience; employee performance management; the future of work; HR technology strategy; manager effectiveness; learning and development; organization design ...
... leveraging customer journey mapping. By addressing specific pain points along this journey, they can enhance the experience for customers, streamline operations and uncover new products, services or revenue streams. AI agents can be a key solution for organizations looking to mitigate customer pain points ...
... Distinguished VP Analyst and Gartner Fellow, focuses on emerging tech in marketing — especially generative AI and AI agents for content, advertising, CX and brand protection. Richard Hunter, retired Gartner Distinguished VP Analyst and Fellow, has focused on digital business risk and IT value. He’s an ...