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Premium Research Aug 2024
... Customer data platforms enable marketers to integrate customer data from various sources and create unified profiles. This note guides CMOs to learn from the implementation experience of their peers shared on Gartner Peer Insights. Overview Peer Lessons Learned Gartner Recommended Reading Gartner Research ...

Analyst(s):   Peer Contributors
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Research Sep 2020
... The future of applications will have three direct impacts on customer experience. To meet their organization’s CX goals, application leaders must enable more joined-up, personalized and responsive composable customer experiences. Overview Strategic Planning Assumptions Analysis Impacts and Recommendations ...

Analyst(s):   Yefim Natis   |   Don Scheibenreif   |   Gene Alvarez
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 Jul 2024
... can review this case study to learn how Omnicell built long-term, mutually beneficial relationships with strategic customers. The organization’s solutions focused on embedding customer empathy into all critical aspects of its key account program. Case Overview Problem Critical Components Results Recommendations ...

Analyst(s):   Antra Sharma
Research Nov 2021
... Oracle Advertising and Customer Experience provides a comprehensive unified platform for marketing, sales, customer service, digital experience and digital commerce. Application leaders assessing this platform should use this research as a guide for understanding its capabilities. Overview Strategic ...

Analyst(s):   Melissa Hilbert   |   Irina Guseva   |   Mike Lowndes   |   Noah Elkin   |   Andrew Frank   |   Benjamin Bloom
Premium Research Jan 2025
... Advancing to Level 3 in Gartner’s five-level customer experience management maturity model is the most challenging step for most organizations. Revenue and retention leaders can use this research to make progress in understanding customers, setting a winning strategy and measuring CX impact. Overview ...

Analyst(s):   Chad Storlie   |   Maria Marino   |   Michael Chiu
Research Feb 2019
... Customer service and support organizations must deliver consistent, effortless, intelligent and personalized customer service experiences, regardless of channel. Gartner’s 2019 research will help them select, implement and operate CSS technologies while maintaining operational excellence. Scope Analysis ...

Analyst(s):   Jim Davies   |   Anthony Mullen   |   Jim Robinson   |   Nadine LeBlanc   |   Simon Harrison   |   Drew Kraus   |   Olive Huang   |   Brian Manusama   |   Steve Blood
Premium Research Nov 2024
... Service providers may struggle to adapt customer success management principles to fit their business model. This document provides product marketers with the core elements of a CSM program to drive account expansion and achieve desired outcomes in a service environment. Overview Introduction Analysis ...

Analyst(s):   Jennifer Barry   |   Maria Marino   |   Jennifer MacIntosh
Premium Research Oct 2024
... Expanding CRM and customer engagement capabilities, demand for AI and the need to do more with less will challenge application technical professionals in 2025. They should focus on lowering technical debt, implementing low-risk AI capabilities and improving their technical architecture. Overview CRM ...

Analyst(s):   Aditya Sawant   |   Darin Stewart   |   Ventse Derzhitski   |   Simon Whight
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