... B2B marketing automation platforms help marketing teams orchestrate customerjourneys, supporting demand generation, customer experience and revenue objectives. This research helps marketing operations leaders evaluate products and services in this market across 10 distinct capabilities. Overview What ...
Analyst(s): Upasna Chandna | Jeff Cohen | Nicholas Mortensen | Alan Antin | Rick LaFond
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... Gartner for Customer Service & Support Leaders Accelerate outcomes with AI-powered tools, on-demand insights and interactive experiences. Top questions from customer service and support leaders — and how we answer them What business outcomes can AI drive for customer service? Deliver high-value interactions ...
... I&O will not realize the full benefits of AI if they don’t make the right investments in capabilities, literacy, and upskilling. Cloud architects, alongside their leaders in I&O, must support this transformation so that the right skills, teams, and practices are in place for future success with AI. O ...
... Access Insights Already a Gartner client? Software engineering leaders must adopt AI engineering as a standardized practice to build, govern, and operate probabilistic AI-enabled systems and AI agents at scale. This guide explains how to institute AI engineering practices to maximize value and minimiz ...
Analyst(s): Mukul Saha | Fatima Ahmed | Pamela Katz | Shiva Varma | Nabeeha Ahmed
... Access Insights Already a Gartner client? As AI automates simple customer service interactions, customer service and support leaders face a higher concentration of complex, high-effort cases. This research provides a framework to classify interaction complexity and implement outcome-based metrics that ...
... Every Customer Service and Support Leader Should Care About Discover the customer service metrics that matter most for driving customer loyalty, improving experiences and reducing cost to serve. As customer expectations evolve and organizations increasingly look to service teams to balance customer experience ...
... Buying teams that include humans and AI agents (acting as machine customers) will approach buying differently. To gain competitive advantage and prepare to serve the modern (hybrid) buying team as it evolves, product leaders must also leverage AI and data in new ways to acquire the best buyers. Overview ...
... Insights Already a Gartner client? The B2B tech purchasing process is not a straightforward journey. It involves a disorganized sequence of buying activities. To enhance success, high-tech executives should help customers complete the buying tasks that must be accomplished, irrespective of the sequence in which ...
Analyst(s): Brayden Napoli | Suzanne White | Michelle Shapiro
... Customer experience is the top critical challenge for product managers. CX excellence requires product managers to create a strategic, cross-functional playbook to target customerjourneys with quantified measures and enablers, accounting for the associated risks and resources required. Gartner Research ...