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Premium Research Aug 2025
... Customer community is not a “nice to have” for B2B tech companies — it is critical to amplify marketing reach and customer experience by scaling human connections. Product marketing leaders can deepen customer relationships and loyalty while skillfully using AI to reduce community management work. Overview ...

Analyst(s):   Maria Marino
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Research May 01 2023
... Optimize Your Customer Success Program Uncover four foundational pillars to scale your customer success function. By 2025, 60% of customer success programs will monetize their services to fund their programs. As organizations navigate economic uncertainty and the customer success function continues to ...
Premium Research Apr 2025
... voice-of-the-customer programs do not include a supply chain perspective, creating a critical void in customer experience enhancement. To improve overall CX, chief supply chain officers must establish a VoC program that includes insight into the supply chain services and KPIs customers value. Overview ...

Analyst(s):   Kevin Otto   |   Michael Dominy
Premium Research Aug 2025
... s diversity and depth. Enterprise applications leaders can use these resources to find the best CRM solutions for their marketing, sales, customer service, customer experience and digital commerce business units. Analysis Research Highlights Gartner Recommended Reading Gartner Research ...

Analyst(s):   Olive Huang   |   Ilona Hansen
Premium Research Jul 2025
... Digital banking platforms comprise modular capabilities that enable the bank to create customer and employee journeys. CIOs with sufficient resources use these tools to access ecosystems, accelerate innovation and expand AI, but poor preparation and misaligned use cases cause delays and extra costs. ...

Analyst(s):   Jeff Casey   |   Chris Regan
Premium Research Nov 2024
... leaders leverage trade-offs supported by their job architecture and career cylinder to manage employee expectations and illustrate flexible career journeys. Case Overview Problem Critical Components Results Recommendations Presentation Deck Gartner Research ...

Analyst(s):   Sarah Iven
Announcement April 28 2026
... roles evolve, human interaction continues to play a critical role in customer trust and decision‑making. In a separate Gartner customer survey of 5,801 customers in the U.S. conducted from January - February 2025, 54% of customers said they trust human agents more than AI for product or service recommendations ...
Announcement April 28 2026
... roles evolve, human interaction continues to play a critical role in customer trust and decision‑making. In a separate Gartner customer survey of 5,801 customers in the U.S. conducted from January - February 2025, 54% of customers said they trust human agents more than AI for product or service recommendations ...
Research Oct 2025
... leaders know it’s crucial to have agents fully committed to issue resolution, yet customers don’t always feel this commitment. This research provides actionable strategies leaders can use to drive high-quality customer-agent interactions. Data Snapshot Data Insights What You Need to Do Gartner Recommended ...

Analyst(s):   Keith McIntosh
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