... leaders often narrowly concentrate on boosting internal productivity, ignoring the potential gains from making their customers’ lives easier. Organizations should use AI to increase customer productivity and value. Gartner Recommended Reading Gartner Research ...
Analyst(s): Maria Marino | Michael Chiu | Ilona Hansen | Don Scheibenreif
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... keynote delivered at Gartner Service and Support Connect 2025, this note highlights leaders’ most promising path to creating additional value for customers and the business. Gartner Research ...
Analyst(s): Jeffrey Schott | Kim Hedlin | Jennifer MacIntosh | Brad Fager | Christopher Sladdin
... The customer service experience is key to the success of many enterprisewide customer experience ambitions, yet few IT leaders have a clear strategy in place. A lack of economic resources and political power continue to stifle potential progress. Gartner Insights Abstract ...
... Conversations with customers are valuable learning opportunities, but all too often they are unstructured and left to chance. To maximize their value, revenue and retention leaders supporting customer experience can include the questions in this research. More Detail Gartner Recommended Reading Gartner ...
... their new purchase journey. Use data to identify current customer need B2B marketers must develop strategies that fit their audiences' new purchasing climate and behavior. But with limited marketing budgets and evolving needs, “delivering the personalized experiences that customers expect on a finite ...
... Growing digital business and increased customer expectations are elevating the importance of real-time, personalized customer experiences for competitive advantage. This research helps tech CEOs prioritize CX analytics to inform their product strategy and track measurable outcomes. Overview Analysis ...
Analyst(s): Vivek Tomar | Andrew Newman | Adrian Lee
... Organizations must modernize their customer engagement architecture to meet expanding customer expectations and support a diversified service team. This research provides a guidance framework for application technical professionals responsible for this modernization effort. Overview Problem Statement ...
... often struggle with targeting their B2B retention strategy toward customers with the highest value and potential. This research can help marketing operations leaders develop a consistent way to define the value and importance of their customers and drive retention activities. Overview Introduction Analysis ...
... Companies face challenges in meeting multigenerational customer needs, especially in channel use and preferences. This note guides customer service and technology leaders in creating an omnichannel strategy by redesigning platforms, enhancing satisfaction, boosting efficiency and meeting diverse needs ...