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Premium Research Apr 2024
... Gating the wrong content at the wrong time during the customer’s buyer journey can discourage prospects from engaging with the brand and exploring products and services. Use this research to understand what content will or will not require personal information and refine the content-gating approach. ...

Analyst(s):   Jim Hare   |   Carrie Cowan
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Research Aug 2021
... Investments in customer service and support technologies must be scrutinized for their ability to deliver on customer experience goals, their impact on cash reserves and the likely speed of ROI. This Hype Cycle will help application leaders assess the maturity and risks of these technologies. Analysis ...

Analyst(s):   Drew Kraus
Premium Research Sep 2024
... powerful tools for marketing and customer experience, helping people across the organization make informed, customer-centric decisions. CMOs that develop personas oriented to customer needs, rather than demographics, improve adoption and action, lifting marketing and customer outcomes. More Detail Gartner ...

Analyst(s):   Halle Stern   |   Augie Ray
Premium Research Aug 2026
... Misaligned GTM teams create conflicting priorities and inconsistent customer experiences, which undermine growth. This tool helps product marketing leaders and their cross-functional partners diagnose GTM strategy alignment gaps and drive unified action for stronger execution and greater revenue impact ...

Analyst(s):   Jeff Cohen   |   Rahim Kaba
Premium Research Oct 2026
... relevant. This tool helps CMOs and brand leaders across B2B and B2C businesses create, evaluate and pressure-test brand positioning statements by linking customer insights, competition, benefits and proof points. When to Use Gartner Recommended Reading Gartner Insights Abstract ...

Analyst(s):   Julie Reeves
Premium Research Sep 2026
... ITSM is being transformed by AI, cost and scalability pressures, growing technical landscape complexity, and evolving business customer expectations. This research identifies seven critical trends and key actions heads of I&O can take to get ahead of them. Insights at a Glance Issue Impact More Detail ...

Analyst(s):   Joe Rogus   |   Roger Williams   |   Chris Matchett   |   Jen Lichucki   |   Siddharth Shetty   |   Rich Doheny   |   Chris Laske
Research Oct 2026
... and campaign production. Without disciplined prioritization, decision-making logic, governance and trackable goals, organizations risk exhausting customer attention and diminishing returns. Use this guide to focus omnichannel efforts for maximum impact. Analysis Research Highlights Gartner Recommended ...

Analyst(s):   Suzanne Schwartz
Research Oct 2026
... workflow steps will run on open-weight models. Product leaders who leverage gateways to route first cut inference cost by two-thirds and keep their customers’ data under their own control. Overview Strategic Planning Assumption Analysis Gartner Recommended Reading Gartner Insights Abstract ...

Analyst(s):   Mark Petty   |   Raymond Paquet
... resources Marketing AI: Forge the Future of Smart Marketing CMOs: How to Be More Customer-Centric More Client Success Stories Mission-critical priority The CMO of Belle Tire needed to evolve their marketing strategy to meet customers' needs in both on and offline channels. How Gartner helped Leveraged the Gartner ...
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