... To test the viability of ideas and to ensure the creation of customer-centric products, R&D leaders must incorporate customer voice into new product development processes. This research outlines VoC methods R&D teams can use to gather customer input based on product development use cases. Overview Introduction ...
Analyst(s): Charlotte Boliver | Svetlana Golden
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... Chief procurement officers and their teams are making significant progress in redefining the value proposition of procurement. While cost reduction remains a top priority for 52% of organizations, there is an increasing focus on sustainability and risk management. This shift marks the beginning of a ...
... User journey mapping aligns cross-functional teams around a shared, holistic view of the user experience. This webinar explores how software engineers building user experience should create, integrate and evolve user journey maps in product development to deliver solutions that delight users. Session ...
... GenAI into products is important, but there is also an opportunity to integrate GenAI into the entire user journey to enhance the total experience. Product managers can use GenAI to optimize the journey in product demos, onboarding training, troubleshooting and product recommendations. Overview Analysis ...
... faced in the drive toward a unified customer experience. We begin this summary with an overview of the scope of members’ efforts to integrate customer data, including the environments in which such data resides, the various initiatives taken to integrate customer data, DevOps adoption, and key challenges ...
... are commonplace in multichannel marketing hubs in 2026. What separates platforms now is control: advanced decision-making algorithms that optimize journey, offer and consent state at the moment of action, governing what both humans and AI can do in service of engagement. Market Definition/Description ...
Analyst(s): Tia Zervas | Suzanne Schwartz | Audrey Brosnan | Julia Multedo
... Access Research Already a Gartner client? CSPs can strategically deploy AI agents across the B2B customer life cycle and internal operations to drive significant improvements in agility, efficiency and customer experience. CSP CIOs need to assess and prioritize what use cases to include on their roadmap ...
... helps revenue and retention leaders answer a critical question: Which metrics should I be using to connect customer experience to business impact? Results reveal that growth companies prioritize customer lifetime value, while no-growth companies emphasize retention and churn reduction. Data Insights Directions ...
Analyst(s): Karly Szczepkowski | Maria Marino | Radhika Garg
... Customer service and support leaders must navigate rapid technology innovation to deliver consistent, high-quality customer experiences. This research highlights the key business objectives driving software purchases, guiding product leaders to align their positioning with evolving buyer needs. Strategic ...