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... these challenges, the company turned to Gartner for guidance on digital innovation and customer experience. Mission Critical Priority With a focus on enhancing customer experience and driving digital innovation, Jani Tuominen, Head of IT - CX & Digital Innovation at Paulig Group, sought Gartner's expertise ...
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... Client Story Celonis's Journey to Drive Innovation and Strategic Growth Celonis partnered with Gartner to leverage their analyst insights and data-driven methodologies, addressing key challenges in product launches and pricing strategies. This collaboration enabled Celonis to validate strategies, make ...
Research April 25 2024
... Seamless Customer Service Experience Uncover five key actions to improve your customer service experiences. Building a connected customer journey has typically been a struggle for customer service and support. Disconnected transitions between self-service and assisted-service hurt customer experience ...
Research September 22 2023
... Seamless Customer Service Experience Uncover five key actions to improve your customer service experiences. Building a connected customer journey has typically been a struggle for customer service and support. Disconnected transitions between self-service and assisted-service hurt customer experience ...
... Optimize IVR Systems for Enhanced Customer Interactions Gartner helped the senior director of a software company refine their IVR system to better identify customer intents and improving first call resolution. Mission Critical Priority Refine the IVR system to enhance customer intent recognition, focusing ...
... Customer Service Trending Topics Get the latest customer service trends and topics from trusted analysts and backed by peer-based learnings with Gartner for Customer Service & Support. ...
Research Aug 2026
... Access Insights Already a Gartner client? Data integration may begin with enterprise architecture, updating integration tech, solving current challenges or meeting new business needs. Using proper tools and templates lowers risk, captures key metadata and maintains institutional knowledge, regardless ...

Analyst(s):   Andy Lee
Premium Research Aug 2026
... Physical AI represents the next major frontier in AI, transitioning from digital-only cognition to physical systems that can perceive, reason and act in the real world. CIOs must evaluate strategies for adopting physical AI solutions confidently by understanding how to navigate this complex landscap ...

Analyst(s):   Samantha Searle   |   Christian Stephan   |   Daniel Sun   |   Tsuneo Fujiwara   |   Gene Alvarez   |   Bill Ray   |   Jorge Lopez
Article July 23 2026
... agentic AI to deliver one‑to‑one customer interactions The impact: AI agents will take over many routine customer engagements — from notifications to reorders to personalized guidance — shifting marketing from channel‑based execution to fluid, autonomous, agent‑driven journeys. This will collapse traditional ...
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