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... Within his 12 years of B2B and B2C operations and customer delivery experience, Mr. Schmidt spent over 9 years supporting customers across multiple industries while leading, scaling, developing teams and managing change in a high-growth B2B customer success organization. He also become a passionate advocate ...
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Premium Research May 2024
... marketing messages, effectively enhancing engagement across the customer journey in a cost-efficient manner. Digital marketing leaders can learn from ratings and reviews by their peers shared on Gartner Peer Insights. Voice of the Customer Segment View Gartner Recommended Reading Methodology Gartner Research ...

Analyst(s):   Peer Contributors
Premium Research Dec 2024
... despite it being the top CEO priority. This research helps midsize CIOs explore CX strategies like integrating enterprisewide customer data and utilizing AI across the customer journey to grow revenue. Gartner Recommended Reading Gartner Research ...

Analyst(s):   Namrata Menon
Premium Research Nov 2023
... As customer preferences evolve and AI capabilities mature, service and support leaders need to understand how to think about the future and how their peers are addressing them in 2024: the problems self-service will solve, the impact of GenAI, and their role in fostering holistic customer journeys. Session ...

Analyst(s):   Jason Barberio   |   Kim Hedlin   |   Brian Weber
Premium Research Jun 2024
... Most technology providers offer customer onboarding programs, but fail to assist customers in achieving advanced levels of product adoption. Product leaders should craft specific touchpoints along the customer journey that help users move beyond basic proficiency. Overview Introduction Analysis Gartner ...

Analyst(s):   Maria Marino   |   Michael Maziarka
Research Aug 2026
... Access Insights Already a Gartner client? Data and analytics leaders continue to struggle to demonstrate the value of data, analytics and AI. This journey guide offers a structured and integrative approach for identifying and assessing measurable business value, continuously communicating that value to ...

Analyst(s):   Ray Collins   |   Alan D. Duncan
Premium Research May 2024
... CMOs struggle to develop and direct a cohesive strategy to support the end-to-end customer journey. Use this guide to create unified, customer-centric approaches across marketing channels that leverage multichannel and omnichannel tools and strategies. Analysis Research Highlights Gartner Research ...

Analyst(s):   Suzanne Schwartz   |   Devon Weidemann
Premium Research Nov 2024
... Salesforce instituted a swarming delivery model to improve customer journeys. Customer service and support leaders can learn from three key aspects of their success: enable complete issue ownership to agents, proactively guide agents to collaborate and use collaboration-focused performance metrics. ...

Analyst(s):   Aman Jagdev
Research Aug 2026
... Access Insights Already a Gartner client? Agentic AI is increasingly being used in organizations to improve efficiency and productivity. Technical professionals must leverage Gartner’s guidance to plan, assess, design, select and operate agentic AI solutions. Analysis Research Highlights Gartner Recommen ...

Analyst(s):   Simon Richard   |   William Dupre   |   Chris Jackson   |   Matt Brasier   |   Dennis Xu   |   Joe Antelmi   |   Ventse Derzhitski   |   Georgia O'Callaghan   |   Nat Krishnan   |   Kevin Matheny   |   Lydia Ferguson
Items per page: 208–216 of items 24 of 855 pages