... client? Guiding customers to the best channel to resolve their issue is critical for creating a low-effort customer experience. Customer service and support leaders can use this tool to audit their current channels’ capabilities and identify the best-fit channels to resolve customers’ top issue types ...
Analyst(s): Customer Service and Support Research Team
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... improves profitability. That mandate marks the starting point of a broader journey CIOs must lead to fully deliver on the mission‑critical priority of accelerating enterprise AI value realization at scale. The steps in that journey include: Establishing a standardized AI use-case prioritization framework ...
... navigating evolving mandates. That shift represents the starting point of a broader journey CSCOs must lead to fully deliver on the mission‑critical priority of engineering profit amid shifting cost mandates. The steps in that journey include: Aligning with the enterprise on strategic intent — including, where ...
... Help Your Customers Buy, Don’t Confuse Them Improve Your Sales Effectiveness Experts: Alastair Woolcock, Roland Johnson Customers struggle to make sense of all the buying options available to them due to information overload. As a product marketer responsible for sales enablement — you must focus on ...
... Typical indicators of financial health stop short of identifying early signs of customers’ approaching financial distress. Shared services leaders must identify leading indicators that capture the changing status of customers’ financial health to better predict the risk of future defaults. Overview Conclusion ...
... roles will be defined by how organizations use AI. Customer service leaders can use this research to learn about a framework for future agent roles by determining whether AI will be an autonomous decision maker or teammate, and whether cost or customer experience takes priority. Overview Conclusion Gartner ...
Analyst(s): Kim Hedlin | Jonathan Schmidt | Karan Anand | Kathy Ross
... AI is poised to redefine customer service operations. This research identifies and ranks the top 20 AI-driven use cases that customer service and support technology leaders can leverage to transform the service department. Overview How to Use Use-Case Scoring Breakdown Pipeline Gartner Recommended Reading ...
... Customer service will be revamped to include “huddle groups,” which will initiate more proactive outbound interactions through messaging platforms. As a result, customer service will likely become a profit center. Application leaders must investigate how to realize this future in their organization. ...
Analyst(s): Philip Jenkins | Brian Manusama | Jim Robinson | Pri Rathnayake | Jim Davies | Nadine LeBlanc
... Utility companies need modern, event-based customer information systems to meet evolving market demands. Utility CIOs can use this Market Guide for insights into the advantages and functionality of customer information systems. Overview Strategic Planning Assumption Market Definition Market Description ...