... Financial Services Client Success Stories Learn how Gartner helps financial services teams around the world achieve their mission-critical priorities ...
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... Gartner for Software Engineering Client Stories Learn how Gartner helps software engineering and development teams around the world achieve their mission-critical priorities. See how Gartner clients achieve success Additional Client Stories ...
... Cybersecurity for CIOs Build resilience in AI CIOs must move beyond traditional “perimeter” security to build an enterprise that is resilient by design. This journey replaces reactive, technical checkboxes with a business-aligned foundation, using identity-first security and outcome-driven metrics to ensure that ...
... of costly rep time per customerjourney because reps aren’t asking customers to repeat information they have already provided.” With 88% of customerjourneys starting in self-service touching multiple channels, customer service and support leaders must recognize that creating seamless transitions between ...
... gain insights into the key elements of customer experience, including its definition, measurement and implementation. The session introduces tools like personas and journey maps, illustrating best practices and foundational topics essential for understanding customers. Session Description Learning Objectives ...
... While commonplace measures of issue resolution continue to be essential components of the customer service and support leader’s dashboard, leaders need to embrace new metrics to truly evangelize the function’s value. In this research, we propose twelve new measures leaders should consider adopting. ...
Analyst(s): Christopher Sladdin | Jennifer MacIntosh
... Customer service and support leaders often find that technology vendors fall short in providing the support that helps them maximize their investment. RightMoon* incentivized better support with outcome-based partnership and integrated management that aligned the vendor’s business goals with its own. ...
... Access Research Already a Gartner client? Gartner data suggests that customer service and support leaders’ technology investments often fail to achieve desired goals. This research presents their views on why tech investments often do not succeed, as well as Gartner’s advice on how to overcome common ...
... Access Research Already a Gartner client? Cost optimization is a constant priority for customer service and support leaders, especially amid economic uncertainty. To limit this pressure, create a cost optimization strategy that enables both near-term cost reduction and longer-term performance optimization ...