... 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 ...
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.
... inconvenience. Generative AI impacts organizations’ customer relationship management (CRM) strategy and applications in many ways. To enhance customer experience, CIOs and IT leaders responsible for CRM marketing, sales, digital commerce, and customer service applications need to understand various generative ...
... requires compelling content that resonates with the buyer’s journey across digital channels. Digital marketing leaders can boost demand generation by optimizing ad placement and creating ad content that delivers value to customers along the buying journey. Overview Introduction Analysis Gartner Recommended Reading ...
... Customer service and support leaders must balance operational efficiency with employee experience in pursuit of meeting customer expectations. This research presents Gartner’s benchmarks on rep occupancy, shrinkage and spans of control, which leaders can use to assess how their function compares. Overview ...
... Customer experience evolves as customers evolve. But what key forces should IT leaders pay attention to, and how can they position the IT organization to help? In this session, we’ll share our key cultural, behavioral and technology trends that promise to make things interesting. Session Description ...
... This Research Presentation is for the report, "Accelerate Your Journey to Innovation Excellence With a Customizable Innovation Framework," which addresses the question, "How can CIOs select the most relevant approaches, activities and initiatives from the broad range of proven innovation practices?" ...
Analyst(s): David Cearley | Jackie Fenn | Erik Van Ommeren
... Insights Already a Gartner client? Customers expect AI-driven, omnichannel service experiences that on-premises platforms struggle to deliver. Customer service tech leaders can learn how to justify the cost and effort of migration to CCaaS while improving customer outcomes and closing growing experience ...
... a Gartner client? Customers are turning to independent generative AI tools, like answer engines, to inform their purchase decisions. CMOs must evolve digital strategies to ensure their brand gets in front of AI-enabled customers and rectify the negative commercial impacts of customer overreliance on GenAI ...
... Building a customer-centric culture is important to CMOs, but culture is ambiguous and hard to measure. CMOs can assess their organization’s customer-centric culture by posing key questions to employees that effectively evaluate the organization’s understanding of customer needs. More Detail Gartner ...