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Premium Research Sep 2024
... Generative AI and analytics are at the heart of an evolving services portfolio for providers delivering customer experience solutions. Tech services leaders responsible for these offerings can leverage this research to formulate an offering roadmap in this rapidly changing market. Overview Strategic ...

Analyst(s):   Tom Coshow   |   Scott Frederick
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Research Jul 2021
... Analysis of customer nonpayment risks requires shared services leaders to analyze information from multiple sources. It can be hard to synthesize this information when the units of measurement vary by source. RubyPines* developed an internal risk scoring system that provides a unified view of risk. ...

Analyst(s):   Finance Research Team
Premium Research Feb 2026
... doesn’t deliver any financial or marketing value. CMOs who combine NPS with voice of the customer and other customer data deepen their understanding of customer perceptions and take action in ways that improve customer and business outcomes. Insights at a Glance Issue Context Impact Brief More Detail Contributors ...

Analyst(s):   Augie Ray   |   Leah Leachman
Premium Research Dec 2024
... Vendors from the CCaaS, CPaaS, DCS and CRM-CEC markets are entering each others’ domains and competing to deliver offerings that enable conversational customer experiences across channels and use cases. Chief product officers in each individual market must pursue unique strategies to succeed. Overview Analysis ...

Analyst(s):   Lisa Unden-Farboud   |   Megan Fernandez   |   Brian Doherty   |   Alexandre Oddos   |   Ajit Patankar
Podcast December 16 2025
... Xpo. Together, they outline how marketing leaders can navigate heightened demands, avoid strategic dysfunction and embrace what they call the "Epic Journey to Growth." From shifting AI from tool to actor, to building long-term vision and scenario planning muscle, Alex and Kristina reveal how CMOs can strengthen ...
... collecting reviews and showcasing earned badges To build brand equity for ApplicantStack in the HR software category, the company began collecting customer reviews on the Gartner Digital Markets platform. “Having third-party validation for reviews is what established credibility for ApplicantStack,” Saunders ...
Premium Research Mar 2025
... assess cost-to-value for cross-functional stakeholders. This research helps CMOs select platforms to support enterprise tech and data needs, enhancing customer-facing functions and upstream business applications. Market Definition/Description Magic Quadrant Vendor Strengths and Cautions ActionIQ Adobe Amperity ...

Analyst(s):   Audrey Brosnan   |   Adriel Tey   |   Suzanne White   |   Benjamin Bloom   |   Lizzy Foo Kune   |   Rachel Smith   |   David Walters
Research Oct 2017
... The market for social customer service applications is leveling out, with existing vendors expanding capabilities to support messaging and few new entrants. As application leaders supporting CRM adopt long-term strategies, we see social media suites and multichannel providers dominating. Market Definition ...

Analyst(s):   Jenny Sussin   |   Guneet Bharaj
Research Jun 2026
... often struggle to migrate without disruption. This research outlines how customer service and support leaders can sequence migration to reduce risk, preserve service continuity, and deliver measurable value while modernizing customer service capabilities. Insights at a Glance Strategic Planning Assumption ...

Analyst(s):   Jason Bridge
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