... world authority on AI. More information can be found here. About the Gartner Customer Service & Support Conference The Gartner Customer Service & Support Conference is taking place November 4-5, 2026 in Denver, providing customer service and support leaders with actionable advice about the trends, tools ...
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.
... augment or override AI. Establishing HX metrics, by looking for trust signals, such as advocacy, references or expert proof or measuring impact on customerjourneys. Equipping humans to succeed, developing role-specific narrative playbooks for key roles. Gartner is the World Authority on AI Gartner is an indispensable ...
... analytics are driving customer service technology spending, despite economic headwinds,” said Drew Kraus, VP Analyst at Gartner. “The technologies on this year’s Hype Cycle aim to enhance customer service, create a more seamless customerjourney, and better design and direct future journeys.” Getting connected ...
... Customer service and support leaders are placing big bets on the power of technology to accelerate business results such as agent efficiency and live contact reduction. These technology investments can make or break a leaders’ strategic goals, and unfortunately, most fall short on expectations and don ...
... becomes the moment of truth that sets the tone for the rest of the client’s journey. It’s a crucial stage to collect feedback and build customer advocacy. Communication is critical to maintaining a good relationship with customers and helping them extract the full value from your software. The majority ...
... Customer data platforms centralize data collection and unify customer data from different sources into profiles to design, orchestrate and measure multichannel campaigns. Digital marketing leaders can learn from ratings and reviews by their peers shared on Gartner Peer Insights. Gartner Recommended Reading ...
... agentic AI in CRM, organizations first face a data challenge. AI-ready customer data becomes a high bar for organizations to fully leverage AI potential. CRM leaders can use this research to understand the changing requirements of customer data management and drive agentic AI deployment in their CRM environment ...
Analyst(s): Melissa Davis | Simon Whight | Olive Huang
... as they support more customers. Gartner clients can read more in the report: Set a Workforce Reduction Strategy Before Headlines Influence Your C-Suite. About Gartner for Customer Service & Support Leaders The customer service and support function is vital to maintaining customer loyalty and influencing ...
... efficiency across all channels with knowledge management. Knowledge management programs have become an increasingly important aspect of the self-service journey over the last decade. However, despite having technology in place to enable them, many of these programs fail. Download our Knowledge Management guide ...