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Premium Research Dec 2024
... Customer service leaders have struggled to shift phone interactions to digital channels. The advent of generative AI, capable of facilitating seamless voice interactions, is encouraging leaders to reevaluate their strategies. However, this technology also poses a risk of increased fraud. Overview Strategic ...

Analyst(s):   Kim Hedlin   |   Christopher Sladdin   |   Jason Bridge   |   Brad Fager   |   Patrick Quinlan   |   Emily Potosky
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Research July 26 2018
... Identify Your Most Valuable Customers With Value Segmentation Meet rising customer expectations while delivering revenue and profitability to the business. Analyst: Laurel Erickson Understanding, anticipating and satisfying customer needs is a strategic imperative. While a customer focus generally has strong ...
Premium Research Sep 2026
... Enable CMOs to harness AI for customer-centric personalization by aligning data, content, and talent to deliver relevant, measurable, and privacy-conscious experiences at scale. Outcome Suggested Partners Step 1 Step 2 Step 3 Step 4 Step 5 Gartner Insights Abstract ...

Analyst(s):   Penny Gillespie
Research Jun 2019
... Vendors Customer Engagement Center Contact Center Knowledge Management for Customer Service Customer Self-Service Applications Digital Customer Service Workforce Engagement and Optimization Field Service Other Employee Assistance Tools for Customer Service Analytics for Customer Service Customer Experience ...

Analyst(s):   Jim Davies   |   Melissa Davis   |   Nadine LeBlanc   |   Olive Huang   |   Jim Robinson   |   Drew Kraus   |   Steve Blood   |   Brian Manusama   |   Simon Harrison   |   Anthony Mullen
Research June 11 2024
... with your supply chain customer enablement strategy? Download this Gartner report to uncover three critical activities that supply chains must execute: Know what customers want Prioritize customers’ success Make enablement profitable Become a customer-centric supply chain A customer-centric supply chain ...
Premium Research Apr 2024
... Improving VoC survey response rates and gathering more high-quality customer feedback is important for CMOs seeking to enhance the customer experience. The survey invitation, design and sample size are all tools CMOs can use to raise response rates. This research shares tactics for improving each. Overview ...

Analyst(s):   Augie Ray   |   Deborah Alvord   |   Christopher Sladdin
Premium Research Oct 2024
... This infographic shows trends in overall maturity, individual scores for nine CX functional activities, and where the “say-do” gaps are — activities of high importance, but low maturity. Heads of enterprise applications can use this to benchmark their CX and prioritize activities where gaps are grea ...

Analyst(s):   Michael Chiu   |   Don Scheibenreif   |   Deborah Alvord   |   Maria Marino   |   Michael Dominy   |   Leah Leachman   |   Chad Storlie   |   Rinu Shri Garg   |   Augie Ray
... conferences or webinars, inviting customers to speak can be a powerful form of advocacy. It’s also an opportunity for brand promotion for your customers. Customer advisory boards. Customer advisory boards are made up of 10 to 15 senior executives from customer organizations. Customer advisors provide valuable ...
Announcement July 09 2025
... adopt these tools. Customer service leaders need to take a larger role in developing technical talent and managing change. Gartner clients can read more in: Signature Research: Maximize ROI From Customer Service Technology. About Gartner for Customer Service & Support Leaders The customer service and support ...
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