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... The rapid advancement of AI is transforming the workplace, yet a significant gap exists between executive enthusiasm and practical adoption. While 77% of CEOs view AI as the most impactful technology for the coming years, only 12% of individual contributors have utilized generative AI (GenAI) for cr ...

Analyst(s):   Tori Paulman
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Research Feb 2019
... identify, evaluate, select, adopt and maintain customer service technologies? How will I measure and improve customer service process execution? How will I address employee/team/constituent influence on customer service? How will I plan for the future of customer service? Related Priorities Suggested First ...

Analyst(s):   Anthony Mullen   |   Simon Harrison   |   Olive Huang   |   Steve Blood   |   Jim Davies   |   Jim Robinson   |   Brian Manusama   |   Nadine LeBlanc   |   Drew Kraus
Premium Research Jun 2024
... investment in digital self-service have not led to more customers successfully resolving issues on their own. Customer service and support leaders can improve self-service success by understanding customer intent and actively matching customers to the most relevant solutions. Gartner Research ...

Analyst(s):   Eric Keller   |   Andrew Schumacher   |   Kim Hedlin   |   Keith McIntosh   |   Olivia Foster
Premium Research Apr 2024
... What the customer wants can get lost during the new product development process. This research shows R&D leaders how customer success metrics more accurately and effectively incorporate customer voice and translate customer needs throughout the process. Overview Introduction Analysis Gartner Recommended ...

Analyst(s):   Benjamin Jury
... Track Your Customer Health Score to Improve Retention November 22, 2022 Contributor: Amita Jain Having a healthy relationship with customers is critical for software renewals. Understanding a customer health scorecard can help you achieve that. Retaining customers is becoming difficult for software providers ...
Announcement September 10 2025
... https://tools.gartner.com/use-case-insights. About Gartner for Customer Service & Support Leaders The customer service and support function is vital to maintaining customer loyalty and influencing brand perceptions. Gartner for Customer Service & Support Leaders provides indispensable insights, advice ...
Announcement June 10 2025
... Agents to Replace AI is 2025’s Latest Trend.” About Gartner for Customer Service & Support Leaders The customer service and support function is vital to maintaining customer loyalty and influencing brand perceptions. Gartner for Customer Service & Support Leaders provides indispensable insights, advice ...
Premium Research Oct 2024
... Customer success management is a crucial function for B2B organizations with recurring revenue streams. This Magic Quadrant evaluates vendors that offer a CSM platform that can guide customers to value, provide visibility into customer health and scale the customer success practice. Market Definition ...

Analyst(s):   Maria Marino   |   Jennifer MacIntosh   |   Michael Maziarka   |   Daniel Hawkyard   |   John Quaglietta
Premium Research Mar 2025
... When communicating with the C-suite, customer service and support leaders lean heavily on customer experience metrics and outcomes. However, CX is not a top priority for executives. Use this research to demonstrate service and support’s performance against the C-suite’s actual priorities. Overview Introduction ...

Analyst(s):   Christopher Sladdin
Items per page: 2008–2016 of items 224 of 855 pages