... Most organizations lack the maturity of intelligent content coordination, leading to inadequate management of various distinct content types and their associated impacts on digital CX. Enterprise applications leaders can use this self-assessment tool to identify their level of maturity and map impro ...
Analyst(s): Irina Guseva
Get more from Gartner
Interested in receiving proven business and technology insights, analyst guidance, benchmarks, diagnostics and more? Connect with a Gartner representative to learn more about becoming a Gartner client.
... Business cases for CX initiatives fail to generate executive attention and commitment when they highlight the wrong things. Rather than framing around operational updates or high-level concepts, CMOs should craft value stories illustrating how CX initiatives impact key business priorities. Overview Co ...
... Adaptive experience is one of the new trends influencing the future state of intelligent applications. CRM leaders responsible for CX should use this research to understand what adaptive experience is and its impact, and how to begin applying it to the CX strategy. Overview Strategic Planning Assumpti ...
... Most organizations lack the maturity of intelligent content coordination, leading to inadequate management of various distinct content types and its associated impacts on digital CX. Gartner’s intelligent content coordination maturity model helps enterprise applications leaders assess their level of ...
... Customer service and support leaders often feel pressured to adopt new channels and capabilities, but doing so has resulted in more complex and costly service journeys while failing to drive significant channel shift or improve CX. Simplifying your channel strategy can boost CX and ROI. Overview Strategic ...
... technologies currently impacting customer service include: case management systems, internal collaboration tools and cloud-based contact center systems to be of most value in 2023 (see Figure 1). The Future of Customer Service Tech Lies in Orchestrating Seamless CustomerJourneysCustomer service and support leaders ...
... Reduce Customer Uncertainty What matters most to customers? Most service leaders ask, “How do I provide a seamless experience across multiple customer service channels to better meet growing customer expectations?” But what service leaders should be asking is, “Which omnichannel benefits actually matter ...
... There is substantial hype about how AI will impact the customer service and support workforce. This research explores common misconceptions about AI’s impact on the workforce and highlights how service and support leaders should adjust their workforce strategies to be successful with AI. Gartner Insights ...
... client? AI will dramatically reshape how enterprise architecture delivers value, yet most heads of EA are still in the earliest stages of their AI journey. Leaders who blend proven EA practices with new AI-driven capabilities will be best positioned to guide transformation through 2040. Insights at a ...