... Customer service and support leaders face unrelenting pressure to deliver more value to customers while reducing costs to the business. Our benchmarks of customer service and support spending and cost per contact will help you compare your function’s performance with that of similar organizations. Overview ...
Analyst(s): J.J. Moncus
Get more from Gartner
Interested in receiving proven business and technology insights, analyst guidance, benchmarks, diagnostics and more? Connect with a Gartner representative to learn more about becoming a Gartner client.
... mind and earn buyer mindshare. The Gartner Digital Markets’ 2025 Tech Trends survey* shows that the majority of buyers start their software purchase journey with a list of 4 to 5 providers mostly influenced by a vendor’s brand reputation and industry prominence (53%). But, as software budgets tighten, being ...
... enormous opportunity as customers and vendors immediately seek out which technologies can be relied upon to provide AI safety in a world where AI has demonstrably gone rogue. This will help companies and vendors provide a promise of defense against harmful actions by AI for their customers as well as differentiate ...
Analyst(s): Jorge Lopez | Lydia Clougherty Jones | Christopher J Mixter
... Application leaders in charge of customer experience struggle to capture actionable insights from their current CX metrics. This document provides a comprehensive guide on leveraging Customer Effort Score to predict customer loyalty and reduce service costs. Overview Introduction Analysis Gartner Recommended ...
Analyst(s): Deborah Alvord | Don Scheibenreif | Michael Chiu
... Already a Gartner client? B2B customers are increasingly turning to tech to automate and augment buying journeys, similar to how CSOs seek performance gains through advances in sales technologies. CSOs must educate and prepare the organization for the impact of machine customers and mobilize a cross-functional ...
Analyst(s): Luke Tipping | Don Scheibenreif | Daniel Hawkyard
... goal-driven journeys. The result: shorter sales cycles and higher conversions. Market shapers are positioned for enterprise transformation Vendors in the market shapers quadrant are primed to capture market share with strong partnerships, deep financial resources and established customer bases. Their ...
... Access Insights Already a Gartner client? Selecting a CRM customer engagement center is a pivotal decision that shapes customer service success and business outcomes. This guide helps customer service technology leaders avoid costly mistakes and confidently choose the best-fit platform. Insights at a ...
Analyst(s): Drew Kraus | Pri Rathnayake | Francesco Vicchi | Jim Robinson
... experience and install feedback loops to improve its effectiveness, identifying business value for specific use cases. See lessons learned from DNV’s journey with AI agents. Insights at a Glance Impact Brief Actions Cautions How to Execute Success Measures Gartner Recommended Reading Gartner Insights Abstract ...
... Access Insights Already a Gartner client? As CAEs advance on the AI-enabled productivity journey, the use of autonomous AI agents is a natural next step. Before investing in AI agents, CAEs must sort through confusion regarding what an AI agent truly is and align on the benefits and risks of implementing ...
Analyst(s): Bradford Grossman | Eren Fry | Devanshu Mehrotra | James Bourke