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Research Feb 2026
... in HR technology. This research helps CHROs identify high-impact use cases, technologies and pilot strategies to confidently start their AI agent journey and achieve measurable results. Insights at a Glance Strategic Planning Assumption Impact Actions Cautions How to Execute Success Measures Gartner ...

Analyst(s):   Josie Xing   |   Stephanie Clement   |   Chris Hester
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Research Apr 2025
... Access Research Already a Gartner client? The chief customer officer has emerged as a critical C-suite role, responsible for enhancing customer experience and driving retention and growth. Ambitious customer service and support leaders aiming to advance their career should target the CCO role and use ...

Analyst(s):   John Quaglietta   |   Jennifer MacIntosh
Premium Research Jun 2025
... Organizations’ business and operating models are linked by business capabilities, which drive the technologies needed to create a customer technology platform. Customer service and support technology leaders can use this research as a guide to align their solutions with their enterprisewide CTP. More ...

Analyst(s):   Pri Rathnayake
Research July 06 2021
... Strategic Planning for Customer Service and Support Put your customer service and support strategic plan on one page Streamline your strategic planning process for a rapidly changing environment Customer service and support leaders create a strategic plan each year to help execute the choices and actions ...
Announcement December 03 2024
... different sources to find opportunities for differentiation.” Prioritize Customer Journey Investments With customer understanding being a significant driver of marketing-led growth, CMOs should be concerned that many customers feel misunderstood by brands. In a survey of over 6,000 U.S. consumers conducted ...
Infographic December 24 2020
... Emerging Customer Service Technologies See how your peers benchmarked 47 technologies and capabilities. Investments in technological capabilities are among the most important decisions made by customer service and support leaders. As the service technology landscape rapidly advances, service leaders ...
Research September 26 2024
... Leverage AI-Powered Customer Service for Enhanced CX Gain insights on AI strategies for enhanced productivity and customer experience Traditional customer service methods are being revolutionized by AI-powered customer service solutions. Leaders must start adopting generative AI to enhance productivity ...
... for attracting, acquiring and retaining loyal and profitable customers? What are the evolving criteria for choosing technology and service providers to help develop and manage multichannel marketing? Martech Strategy and AI Trends| Customer Experience and CRM Strategies| AI Strategy and Business Transformation ...
Webinar On-Demand
... often hailed as the ultimate engine for innovation, capable of generating transformative products and services through advanced algorithms. Yet, the journey from a novel AI idea to meaningful revenue is rarely swift or straightforward. This reality stands in stark contrast to the expectations of over half ...

Analyst(s):   Nate Suda
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