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... •Recognize and prioritize the technology trends having the greatest impact on service and support •Evaluate emerging procurement risks and opportunities •Apply actionable insights to strengthen your service and support strategy For service and support leaders, keeping up with technology change can f ...

Analyst(s):   Kim Hedlin   |   Daniel O'Sullivan   |   Matt Allen
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Complimentary Research June 27 2024
... perceptions of the experience along the customer journey. Customer journey management utilizes journey maps that represent the ideal or intended customer use case. CX leaders can also measure the current condition of the customer journey. A range of journey-mapping software enables collaborative work in virtual ...
Article July 23 2026
... CMOs face pressure to prove ROI while contending with reduced marketing budgets that limit strategic initiatives. They must navigate fragmented customer journeys, rapid tech disruption and cross-functional misalignment. To address this and other challenges, Executive FastStart is split into four areas: ...
... Gartner for Product Management Standardizing for Scale: Lumen’s Journey to Transform Product Delivery Company Name: Lumen Technologies, Inc. Industry: Telecommunications Revenue: $12.4B Employees: >20,000 Mission Critical Priority Ethan Blodgett, Vice President of Product Management ...
Research Sep 2026
... Access Insights Already a Gartner client? Security architects are overwhelmed by the security features of M365, complicating the implementation of baseline security. To manage this, they must implement a defense-in-depth strategy across the tenant and leverage the M365 E7 suite and Agent 365 for AI go ...

Analyst(s):   Eric Grenier
Complimentary Research December 15 2025
... moments in the customer journey to personalize, and choose tactics that drive future marketing success. Download key statistics and insights on customer understanding and personalized marketing, including: Customer understanding gap that limits marketing personalization How customers perceive personalized ...
... Client Contact Hamad Al-Rewaily, Information System Manager, Qatar Chemical Company Employees 1,000+ Client Story Enhancing Digital Maturity: QChem's Journey with Gartner Qatar Chemical Company (QChem), a joint venture between Qatar Energy and Chevron Phillips, is a leading producer of polyethylene and other ...
Research January 25 2024
... Customer Service and Support 2024 Top Priorities Unlock the power of self-service, GenAI, and customer journey analytics to drive success In preparing for 2024, customer service and support leaders have a clear objective - leverage technology to improve service delivery. Service leaders must take an ...
Research Apr 2026
... client? Cost sensitivity continues to increase across all types of organizations, especially as spending in AI and GenAI continues to increase. This journey guide helps cloud architects, IT leaders, and partners navigate published Gartner research to build FinOps fundamentals and implement cloud financial ...

Analyst(s):   Ang Troy
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