... Access Insights Already a Gartner client? Customer service and support leaders must shift from managing assisted service interactions to permanently eliminating avoidable demand. Doing so reduces operating costs, protects customer momentum, and safeguards customer lifetime value through an integrated Value ...
Analyst(s): John Quaglietta | Jennifer MacIntosh
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... to navigate the many decisions in their journeys to implement GenAI use cases. This curated research guide helps AI leaders understand the order in which these decisions should be made and offers access to Gartner’s essential resources in each step of this journey. Analysis Research Highlights Contributors ...
Analyst(s): Ben Yan | Arun Chandrasekaran | Leinar Ramos | Anthony Mullen
... it to the next level. Stay true to your brand Your customers know your brand, and your review recruitment campaigns should match your brand voice and operational norms. Stay true to your messaging and communication style: Do you normally email customers once a week with account updates? Include requests ...
... Poor CRM data quality and low user adoption block the value of AI-driven CRM. Enterprise application leaders need to prioritize CRM repair to improve data quality, increase user trust, and enable AI to deliver measurable business outcomes. Overview Strategic Planning Assumptions Introduction Analysis Con ...
Analyst(s): Ilona Hansen | Francesco Vicchi | Guy Wood
... client? Traditional sales funnels or digital-only buyer journeys are no longer enough to capture the attention and trust of time-constrained SMB decision makers. CSPs can drive SMB acquisition and growth with human-augmented digital buyer journeys that seamlessly blend human and digital touchpoints. Overview ...
... by the value gap between an organization’s value proposition and the value customers realize. CSOs must take decisive action to enable frontline teams to close the value gap to maximize retention and growth of existing customers. Overview Gartner Recommended Reading Gartner Research ...
... Customer service and support leaders often struggle to drive cross-functional action to remove avoidable service demand caused by upstream issues. Leaders should use a simple Top 10 Customer Pain Point Scorecard to communicate issues and rally the organization for focused action. Overview Introduction ...
Analyst(s): Deborah Alvord | Daniel O'Sullivan | Christopher Sladdin
... self-service with automated knowledge management. Demand for assisted service remains high as investments in self-service fail to meet customer expectations. Customer service leaders must improve the timeliness and fidelity of self-service content by integrating knowledge management that is enhanced by ...
... have invested heavily in self-service, but service journeys are still assisted-channel-dominant. Customer service and support leaders must design their desktops to help representatives handle complex cross-channel journeys and efficiently serve customers. Overview Introduction Analysis Gartner Recommended ...
Analyst(s): Kathy Ross | Emily Potosky | Melissa Fletcher