... CMOs must navigate an increasingly complex and overwhelming technology landscape for managing customer data. Use this research to guide customer data platform selection, deployment and adoption strategies. Analysis Research Highlights Gartner Recommended Reading Gartner Research ...
Analyst(s): Lizzy Foo Kune | Aparajita Mazumdar | Julia Multedo | Benjamin Bloom
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... brand reputation on Capterra with Review Collection. Auctria learned how to tell a better customer experience story through the voice of their customer reviews, which in turn attracts more prospective customers. Business impact With the support of Gartner Digital Markets, Auctria was able to: Launch ...
... Evolving customer expectations and economic pressures make retention a strategic imperative for sustainable, profitable growth. CSOs can leverage this research to learn essential, practical and actionable best practices to maximize renewal rates and customer retention efforts. Overview Introduction ...
... Organizational changes are increasing, but employees’ willingness to support them is decreasing. Customer service and support leaders should use three key steps — crafting the story, measuring success and mitigating risk — to get buy-in and to sustain the change, reducing the risk that change will fail ...
... experience platforms integrate and orchestrate various applications, and facilitate content management and customer profile management to serve B2C and B2B use cases. This note guides customer experience leaders to learn from ratings and reviews by their peers shared on Gartner Peer Insights. Gartner ...
... New customer fulfillment leaders struggle with limited influence, organizational silos and fragmented data, restricting their ability to champion customer satisfaction and business value. Building cross-functional partnerships, integrated data strategies and digital skills is critical for accelerating ...
... Customer references and success stories are uniquely capable of establishing market credibility, but getting customers to agree is challenging. Tech CEOs can use three steps to improve participation: communicate the benefits, use incremental “asks” and nurture long-term relationships. Overview Introduction ...
... The CRM customer engagement center market evolution is accelerating, driven by AI and functional convergence. Customer service and support leaders should use this research to evaluate the CRM CEC products from 11 vendors across 14 capabilities and five use cases. Overview What You Need to Know Analysis ...
Analyst(s): Francesco Vicchi | Pri Rathnayake | Drew Kraus | Jim Robinson
... Organizations with incoherent customer insights must opt for CDPs to unify their data from various channels to support marketing and customer experience use cases. This note guides chief marketing officers to learn from the implementation experiences of their peers shared on Gartner Peer Insights. Overview ...