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... Though CRMs and customer engagement technologies have succeeded in automating processes at scale, they often fail to build holistic relationships. This report introduces the CX CORE model to create empathetic customer experiences, foster lasting relationships and drive growth in a disrupted world. Overview ...
Analyst(s): Don Scheibenreif | Marcus Blosch | Michael Chiu
... Access Insights Already a Gartner client? Digital customer service offerings focus on seamless conversation orchestration across digital channels. Application leaders supporting customer service investments may be struggling with channel alignment. They should use this Market Guide to evaluate vendors ...
... lengthy and complex. As GenAI becomes further embedded in mobile devices, customers may prefer using these functionalities over official service channels. In fact, Gartner predicts that by 2028, 70% of customer service journeys will begin - and be resolved - in conversational, third-party assistants built ...
... Digital Twin of the Customer Integrate DToCs into your digital supply chain strategy. Digital twins of the customer (DToC) is an emerging technology that will have a transformational impact on supply chain’s ability to mitigate risk, manage supply and demand, and enhance customer experience. Chief supply ...
... robots) are key CPS security tools. This Critical Capabilities helps cybersecurity leaders find the right product to support their CPS cybersecurity journey. Overview What You Need to Know Analysis Armis Cisco Claroty Darktrace Dragos Forescout Technologies Fortinet Honeywell Microsoft Nozomi Networks ...
... Customer service and support leaders invest heavily in QA programs that capture rep performance data, but few executives find value in the resulting insights. Use this research to understand why you should shift from a rep-focused QA program to a strategic CX and VoC insights program. Overview Introduction ...
... Finance reflects the most seismic change to Finance functions since the digital spreadsheet. CFOs must personally spearhead efforts to accelerate this journey by plugging current capability gaps ranging from a lack of AI-ready data quality to critical skills gaps within teams. CFOs attending this event will ...
... Marketing interest in composable CDPs increased as customer data management shifted from a marketing to an enterprise objective. As they shape their martech strategy, marketing operations leaders should compare the composable CDP approach with conventional, packaged CDPs. More Detail Gartner Research ...
Analyst(s): Rachel Smith | Lizzy Foo Kune | Benjamin Bloom