... Brand campaigns often drive awareness of differentiators but fail to account for how prospective customers currently perceive the brand. CMOs should design campaigns and messaging that challenge underlying negative perceptions about the brand to drive clear differentiation. Overview Introduction Analysis ...
Analyst(s): Michelyne Chavez | Janine Kanters
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... After years of channel proliferation and with recent channel additions poorly utilized, customer service and support leaders must step back and consider whether they now offer more channels than necessary. Use this infographic to explore current channel offerings and their respective effectiveness. ...
Analyst(s): Christopher Sladdin | J.J. Moncus | Keith McIntosh
... scalability and customer needs for profitable growth by 2026. Winning the AI vendor race is a critical ask for every CPO As the AI vendor race intensifies, CPOs and product leaders must embrace innovative technologies, invest in scalable AI solutions and align offerings with evolving customer needs. Success ...
... leaders to grasp and apply. This research helps I&O leaders focus on the user experience and provides a pragmatic approach to SRE that incorporates customer-focused SLIs, SLOs and proactive incident prevention. More Detail Gartner Recommended Reading Gartner Research ...
Analyst(s): Chris Saunderson | Hassan Ennaciri | Katy Weber | Daniel Betts | George Spafford
... chasing revenue without understanding its profitability can hurt long-term value. This report delivers a CFO-ready framework to identify profitable customers, improve cost allocation by factoring in cost to serve, and drive margin growth — even with imperfect data. Overview Introduction Analysis Gartner ...
... impact of customer-facing GenAI investments has less to do with technology limitations and more to do with misalignment with customer expectations,” said Keller. “Rather than investing primarily in standalone chatbots, organizations should focus on AI-enabled service journeys that help customers resolve ...
... Access Insights Already a Gartner client? Achieving ROI from customer service AI is not a foregone conclusion — despite its potential, most organizations struggle to realize tangible savings. To deliver sustainable value, service and support leaders must manage AI efforts across these three levers: Investment ...
Analyst(s): Brett Overbey | Emily Potosky | Daniel O'Sullivan
... Onboarding is a critical milestone for new customers. Missteps here slow the customer time to value, create customer doubt in their purchase decision, and can drive churn. Leaders of service and support should create onboarding experiences that transform new customers into successful ones. Overview Introduction ...
... Insights Already a Gartner client? AI avatars and digital twins are poised to transform customer service into a more personalized, efficient, and scalable operation, enhancing customer satisfaction and freeing up customer service representatives to focus on complex, high-value tasks that require human ingenuity ...