... 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
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.
... 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 ...
... s current company-centric approach to customer acquisition and growth results in missed opportunities for building customer loyalty. CMOs who shift to a more customer-centric posture will accelerate their profits and organizational value through stronger customer relationships. Insights at a Glance Impact ...
Analyst(s): Halle Stern | Chad Storlie | Cassandra Nordlund
... multidomain CRM unifies, analyzes, and optimizes customer relationships across marketing, sales, customer service, digital commerce and cross-CRM functions. It provides customer-facing teams with intelligent tools for improving interactions and delivering better customer experiences. Overview Introduction Description ...
... 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 ...
... 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 ...