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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
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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 March 04 2021
... Customer Service BPO: Drive CX Results Learn how to achieve better outcomes from your partnerships Without effective vendor management, 75% of outsourcing savings can disappear within 18 months. But by implementing thought partnership practices and effective customer service BPO management, you can maximize ...
Article July 01 2026
... capabilities that prioritize customer needs, accelerate adoption and support scalable business models. Winning the AI vendor race depends on data‑driven insights, composable architectures and compelling go‑to‑market strategies that deliver superior client outcomes. The steps in that journey include: Refining and ...
Premium Research Apr 2026
... The banking industry faces challenges and opportunities including new customer expectations and emerging technologies. Banking CIOs can use these trends to inform strategies for digital transformation, customer experience and AI. Gartner Recommended Reading Gartner Insights Abstract ...

Analyst(s):   Sophia Palmstedt
Premium Research Sep 2025
... Management Data Integration and Management GenAI and Configurable AI Agents Journey and Campaign Management Multichannel Execution Prescriptive Intelligence Two-Way Conversational Messaging Utilization and Consumption Mgmt Journey and Campaign Execution Optimization and Prioritization Real-Time Orchestration ...

Analyst(s):   Julia Multedo   |   Matt Moorut   |   Audrey Brosnan   |   Greg Carlucci   |   Suzanne Schwartz   |   Julian Poulter   |   Tia Zervas
Research Aug 2024
... Access Research Already a Gartner client? A surge of new technology and shifts in customer behavior across emerging channels are impacting the role of websites in the journey. CMOs can use this research to address diverse stakeholder needs, manage expectations and set clear goals to maximize website ...

Analyst(s):   Kassi Socha   |   Nicole Greene
Premium Research Apr 2025
... For CMOs, driving ROI through personalization is challenging due to complex buying journeys and customer data gaps. Learn how Advanced Technology Services used minimum-viable data strategies and AI-powered personalization to transform marketing from a cost center into a business growth driver. Case Overview ...

Analyst(s):   Nicholas Mortensen   |   Sharon Cantor Ceurvorst   |   Janine Kanters
Research Aug 2026
... Access Insights Already a Gartner client? Organizations are increasingly deploying agentic capabilities to deliver adaptive, AI-driven customer experiences and increase operational agility. This research provides digital commerce leaders with six best practices for successful implementation. Insights ...

Analyst(s):   Aditya Vasudevan
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