... Access Insights Already a Gartner client? The customer service and support software market reached $24.6 billion in 2020. The 12.9% year-over-year market growth is driven by the need to engage with clients during COVID-19, providing seamless multichannel customer experience as well as the need to continue ...
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... Perception and Market Strategy Gartner helped Discover Bank in driving strategic rebranding and digital innovation to expand market presence and enhance customer engagement. Mission Critical Priority Discover Bank's CMO wanted to pursue strategic rebranding to enhance its identity as a banking company rather ...
... Master data management improves the quality of customer data across the enterprise and strengthens the effectiveness of customer experience and relationship management. CRM applications architects should align MDM initiatives with business goals to improve CRM capabilities. Overview Analysis Guidance ...
... Customers evaluate organizations based on their experience with the organization’s technologies, processes and people. This research helps IT leaders respond to customer technology trends, determine which new technologies to run proof of concepts with, and scale those technologies. Gartner Research ...
... Customer engagement technologies have delivered automation at scale but usually fail to include empathy in their requirements. Download this presentation to learn how revenue and retention leaders can design experiences with intentional empathy across all customer touchpoints to support lasting relationships ...
Analyst(s): Penny Gillespie | Jim Robinson | Maria Marino
... Customer service teams are prioritizing analytics, yet face a range of challenges when it comes to developing advanced service capabilities. Customer service and support leaders should use this Tool to assess the maturity of their analytics program and identify actionable steps to improve. Gartner Research ...
... Chris Howard and Michelle DeClue parse out how to define a customer, what makes a digital twin and how the relationship between the two could revolutionize the customer experience — from predicted actions and reduced friction to enhanced personalized experiences. Gartner Recommended Reading Gartner Research ...
... Customer service will be revamped to include “huddle groups,” which will initiate more proactive outbound interactions through messaging platforms. As a result, customer service will likely become a profit center. Application leaders must investigate how to realize this future in their organization. ...
... Customer advisory boards can provide detailed insight into customer needs and guidance on areas of mutual opportunity. To structure and launch a CAB that fosters ongoing participation and creates benefit for all parties, product marketers should take these 12 steps. Overview Gartner Recommended Reading ...