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Premium Research Jan 2024
... The implications of GenAI on CX herald needs for actionable, intelligent analytics and more immersive and multimodal engagement from providers. Product leaders in TSPs must exploit these emerging trends and technologies to improve CX, product adoption, engagement and retention. Overview Strategic Plan ...

Analyst(s):   John Santoro   |   Ilona Hansen   |   Yefim Natis   |   Danielle Casey   |   Radu Miclaus   |   Leah Leachman   |   Nicholas Carter   |   Joseph Enever   |   Uma Challa   |   Annette Zimmermann   |   Wynn White   |   Kevin Quinn   |   Melissa Davis   |   Adrian Lee   |   Don Scheibenreif   |   Evan Brown   |   Vivek Tomar   |   Jim Hare   |   Brian Doherty   |   Tom Coshow   |   Liz Pellegrini
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Premium Research Jul 2024
... Field service management products help field service providers inspect, install, maintain and manage customer equipment and systems. Customer service and support technology leaders can learn from ratings and reviews by their peers shared on Gartner Peer Insights. Methodology Gartner Research ...

Analyst(s):   Peer Contributors
Premium Research Jun 2024
... As service interactions move to digital channels, customer service and support leaders must find new ways to connect with and engage customers. Santander Bank uses a specialized platform to humanize the digital relationship, while maintaining its inherent efficiencies. Overview Analysis Gartner Research ...

Analyst(s):   Michael Rendelman   |   Van To
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
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
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 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
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
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