... The $420 billion CX services market is growing at an 18.5% CAGR and converging as diverse competitors vie for share. Success for tech services leaders hinges on an ability to blend expertise and technology, deliver composable solutions, and drive CX outcomes that foster lasting client relationships. ...
Analyst(s): Mohit Khemka | Scott Frederick | Tom Coshow
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... Staying abreast of events in the semiconductor market for optimum success is key for technology and service providers. TSPs, including chip vendors, can use this tool to obtain data about the semiconductor spending patterns of the top 100 global electronics companies, thereby guiding their decisions ...
... Access Insights Already a Gartner client? Service providers need a focus on competitive advantage, M&A and risk profiling to succeed in both traditional and digital services in a hypercompetitive market. CM BPO service providers should align capabilities and functionality with key competitive strategi ...
... Access Insights Already a Gartner client? TSPs, including semiconductor vendors, must stay abreast of events in the semiconductor market for optimum success. Semiconductor vendors can use this Tool to obtain data about the semiconductor spending patterns of the top 100 global electronics companies, th ...
... transactional purchases and increasingly contributing to complex B2B purchase journeys by fulfilling buying tasks on behalf of human buyers. CSOs must understand and prepare for the impacts and disruptions these “machine customers” will introduce to B2B sales. Overview Strategic Planning Assumptions Introduction ...
... Customer success management platforms utilize a data-driven approach to monitor customer health and uncover insights to drive value. Use this research to compare providers’ capabilities for small through large deployments or integrated customer success and service offerings. Overview What You Need to ...
Analyst(s): Jennifer MacIntosh | Maria Marino | Michael Maziarka | John Quaglietta | Daniel Hawkyard
... client? Customer-led growth is the strategy of orchestrating people and processes to deliver on experience and growth objectives for existing customers. Revenue and retention leaders can drive customer revenue expansion by investing in cross-functional alignment, customer experience and customer success ...
... Analysis Develop a Deeper Understanding of Customer Need Step 1 — Focus on Core Customers Step 2 — Know What You're Being Hired to Do Customer Centricity Requires Contextual Awareness Identify Customer Alternatives for Jobs Step 3 — Stay Focused on the Job, Not the Features or Tasks What You Need to Do Do This ...
... Salesforce designs personalized and proactive self-service journeys based on its analysis of customers’ needs, actions and goals. Customer service and support leaders can use the lessons from this case study to increase self-service resolution and improve the digital experience. Case Overview Problem ...
Analyst(s): Olivia Foster | Emily Potosky | Eric Keller