... of the customer’s buying decision process. Ask yourself: What do they need to know, and when do they need to know it? When it comes to group buying dynamics, in-person analog tactics (versus digital ones) can be useful. Sales representatives are often helpful at later stages of the buyer journey, since ...
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... are missing the human connection with consumer goods manufacturers. CIOs can play a strategic role by implementing a CX CORE framework that puts the customer in the center, with the technology supporting the human experience. Gartner Insights Abstract ...
Analyst(s): Michelle Duerst | Sohard Aggarwal | Don Scheibenreif
... Access Research Already a Gartner client? CMOs allocate a significant portion of their budget to social media but can further deepen customer relationships. This research guides CMOs on how to use social listening to surface opportunities to create loyalty-driving experiences that move beyond advertising ...
... resources while maintaining high-quality customer service. Enhance their customer service operations, with 75% to 90% of inquiries now fully resolved by digital assistants, reducing the need for traditional customer service calls and improving overall customer satisfaction. Industry Energy & Utilities ...
... Organizations frequently implement AI in customer experience piecemeal, creating disconnected projects rather than a coordinated transformation. This research presents a Crawl, Walk, and Run approach, in addition to a “Sit Up” readiness phase, to help customer service leaders build AI maturity. Insights ...
Analyst(s): John Quaglietta | Daniel O'Sullivan | Michael Chiu
... spanning agentic commerce, multimodal shopping, personalized customer engagement, service transformation, supply chain optimization and sustainability innovation. Together, they show how leading organizations are using AI to reimagine customer experiences, operations, sustainability outcomes and business ...
... Gartner client? Customer onboarding is essential for B2C organizations to drive revenue through retention, deliver on promised outcomes, and lay the foundation for long-term success. Service and support leaders should leverage these insights to establish strong relationships with new customers from Day 1. ...
Analyst(s): Francesco Vicchi | Rupinder Chandhok | John Quaglietta
... purchasing, traditional seller relationships and upsell opportunities risk erosion. CSOs must align approaches to customer engagement from a cross-functional perspective to drive customer value and growth — without sacrificing the unique value that sellers, as key partners, provide. Insights at a Glance ...
... Already a Gartner client? Customer service and support leaders who invest in automation to scale issue resolution are falling prey to a dangerous assumption — that these issues are unavoidable. To provide the best customer service, leaders must ask themselves: Why react to customer issues when you can prevent ...
Analyst(s): Melissa Fletcher | Emily Potosky | Keith McIntosh | Aman Jagdev