... Gartner client? Because of their granular scope, individual agent QA scores yield little insight into how to improve strategic service quality issues. Customer service and support leaders should change how QA data is analyzed and leveraged to drive significant changes in broader service and enterprise outcomes ...
Analyst(s): Kathy Ross | Deborah Alvord | Jonathan Schmidt
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... Most SAP ECC customers have not invested in S/4HANA and face critical decisions as mainstream and extended support deadlines approach. In 1Q25, SAP announced a new offering, but it is not simply SAP support through 2033 for a fee. This research explores three options to continue supporting SAP ECC. ...
Analyst(s): Christian Hestermann | David Penny | Johan Jartelius | Mike Tucciarone | Greg Leiter
... must be equipped with modern skills and scalable approaches to adapt to the evolution of their roles and respond to rapid changes in technology and customer behaviors. Scope Analysis Topics Suggested First Steps Essential Reading Gartner Research ...
... rate of 1% of all sales accepted leads. Tech CEOs can increase the sales conversion by building buyer personas and mapping their business needs to customers’ strategic priorities, and helping to drive consensus to warrant investment. Data Snapshot Data Insights What You Need to Do Gartner Recommended Reading ...
... For CMOs, driving ROI through personalization is challenging due to complex buying journeys and customer data gaps. Learn how Advanced Technology Services used minimum-viable data strategies and AI-powered personalization to transform marketing from a cost center into a business growth driver. Case Overview ...
Analyst(s): Nicholas Mortensen | Sharon Cantor Ceurvorst | Janine Kanters
... energy management products, offering a roadmap to energy resilience. Product leaders can use this maturity model to align value propositions with customer ambition, making products more attractive and potentially increasing sales. Overview Analysis Gartner Recommended Reading Note 1: Comparison Between ...
... Microsoft for the second generation of AI PCs. With varying Qualcomm, AMD and Intel options, infrastructure and IT operations leaders and enterprise customers must determine whether they need to adjust their PC refresh strategy in response. Overview Introduction Impacts and Recommendations Gartner Recommended ...
... Access Research Already a Gartner client? Vendors are actively steering customers away from perpetual licensing and toward SaaS or subscriptions by decreasing the number of perpetual options. IT sourcing, procurement and vendor management leaders must prepare to negotiate pricing and terms so each conversion ...
... industry enterprises’ value propositions. Key to this transformation for industry product leaders will be embracing edge computing, catering to machine customers, and facilitating product servitization. Overview Strategic Planning Assumptions Analysis A Look Back Gartner Recommended Reading Gartner Research ...
Analyst(s): Ajit Patankar | James Ingham | Scot Kim | Hanna Karki | Don Scheibenreif | Susan Welsh de Grimaldo | Peter Liu | Sruthi Nair