... Customer service and support technology leaders must challenge traditional approaches and select the right use cases and tools to deliver the best service. This initiative guides organizations’ strategic thinking and helps them select and operate the right customer service technologies. Scope Analysis ...
Analyst(s): David Norrie
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... Research Already a Gartner client? Customer success is a foundational component of subscription-based business models and critical to accomplishing retention and growth business goals. Revenue and retention leaders can use this maturity model to assess their customer success capabilities and identify ...
Analyst(s): John Quaglietta | Maria Marino | Jennifer MacIntosh | Michael Maziarka
... Access Research Already a Gartner client? Meeting the ambitious customer acquisition and retention targets of growth-stage companies demands maturation of marketing, sales, and customer success strategies and execution. This initiative describes how tech CEOs can balance investments in processes and ...
... CSAT is the most common customer service metric, but teams often deploy it in the wrong way, leading to incomplete insights and poor decision making. Customer service and support leaders can use this research to understand how to measure and interpret CSAT to improve service interactions and CX. Overview ...
... Machine customers’ actions are not always beneficial to all parties. Machines are making trade-offs, and some could cause harm to the business. Applications and software engineering leaders supporting CX must use this research to help detect and mitigate risk when machine customers go rogue. Overview ...
Analyst(s): Alfonso Velosa | Magnus Revang | Don Scheibenreif | Avivah Litan
... Customer service and support technology leaders exploring tools in the complex CRM customer engagement center market face many options. To help leaders navigate significant technology investment decisions in a dynamic market, this report evaluates 12 vendors’ products, capabilities and use cases. Overview ...
Analyst(s): Wynn White | Pri Rathnayake | Drew Kraus
... Customer service and support applications are at the point of becoming customer data engagement hubs, as COVID-19 has accelerated their expansion into a broader range of roles and use cases. Application leaders should use this report to help shortlist vendors for further evaluation. Overview What You ...
Analyst(s): Nadine LeBlanc | Jim Davies | Varun Agarwal
... outcomes when incentives reward internal delivery success over customer-experienced value. Schedule, output, and predictability dominate measurement but say little about customer benefit. CIOs must realign incentives so success is defined by customer and business outcomes. Insights at a Glance Impact Actions ...
Analyst(s): Clifton Gilley | Miles Gibson | Neal Solanki
... Access Insights Already a Gartner client? AI transforms ambiguous voice of the customer feedback into precise actions called customer performance standards to set as goals for employees and teams. Using AI to correlate customer sentiment with operational data, CMOs can define CX performance levels that ...