... 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
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... good vector database. Data management leaders should use this research to understand their DBMS capabilities to sustain the organization’s agentic AI journey. Overview Strategic Planning Assumption Introduction Description Benefits and Uses Risks Recommendations Representative Providers Gartner Recommended ...
... Digital transformation in an era of disruption Banking firms take different paths in their digital transformation and digital business optimization journeys. Companies can be segmented into five approaches, and CIOs who are looking to support transformation and optimization need clarity on what operational ...
... efforts and low adoption of implemented changes. Leverage insights from the 2025 Gartner survey on organizational change management to guide your change journey. Insights at a Glance Impact Brief Actions and Cautions How to Execute Success Measures Gartner Recommended Reading Gartner Insights Abstract ...
... Over half of customer fulfillment organizations are reorganizing or planning to reorganize. This research guides customer fulfillment leaders in selecting the organizational design model that meets enterprise needs and balancing customer fulfillment activities across the enterprise. Overview Introduction ...
... managed services industry. Based on his firsthand experiences of being both a customer and a vendor, he brings a deep understanding of the service provider landscape to Gartner clients and leverages that experience to help customers make smart decisions for their infrastructure needs. Evaluating public cloud ...
... Emerging technology and investment opportunities pressure customer service and support leaders to advance their channel strategy — all while supporting the customer experience. This research presents four customer behavior insights to inform service leaders as they execute their strategies. Overview ...
... youngest generation of customers report finding digital service challenging, reporting issues with site navigation and content comprehension. This research offers insight into how customer service and support leaders can design digital experiences to plan for evolving customer behaviors. Overview Data ...
... Application leaders supporting customer service must challenge traditional approaches and strive to elevate the importance of customer service within the organization. This initiative guides organizations’ strategic thinking and helps them select, implement and operate customer service technologies. Scope ...
Analyst(s): Jim Davies | Jim Robinson | Drew Kraus | Steve Blood | Pri Rathnayake | David Norrie