... VoC platforms enable organizations to rapidly understand and act on customer feedback to enhance customer experience and retention in a competitive market. This note guides revenue and retention leaders to learn from the implementation experience of their peers shared on Gartner Peer Insights. Overview ...
Analyst(s): Peer Contributors
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... channels and increased access to information in self-service, live interactions are becoming more complex. Customer service and support leaders can use this research to understand the key competencies customer service agents need to deliver low-effort service interactions. Overview Conclusion Gartner Research ...
... Customer success teams primarily use retention, a lagging metric, to track results. To prove business impact, revenue and retention leaders should also focus on metrics that highlight customer progression through life cycle stages including onboarding, adoption, value realization and expansion. Overview ...
... Customers are transforming retail and forcing retailers to rethink merchandising strategies. To enable retailers to stay ahead of this disruption, product leaders can use this research to shift their merchandising solutions to AI-infused solutions with customer-centric segments at the core. Overview ...
... Customer fulfillment leaders struggle to deliver goods profitably among demand volatility, rising costs and increased customer complexity. These five top practices will help them reduce retailer chargeback penalties for operational noncompliance while improving service and reducing overall cost. Overview ...
Analyst(s): Claudia Clemens | Abhishek Sehrawat | Kevin Otto
... operations is opening new business models and financial revenue opportunities, driving utilities to modernize customer engagement approaches. Utility CIOs can use this trend analysis to align customer strategy with technology investments. Overview Strategic Planning Assumption What You Need to Know Gartner ...
Analyst(s): Nicole Foust | Jo-Ann Clynch | Lloyd Jones
... To improve the customer experience and reduce wait times, organizations can enable a callback feature, often available as a function in an interactive voice response system. In this Quick Answer, customer service and support technology leaders can learn how to optimize their callback strategy. More Detail ...
... at PostNord. IT operations were once outsourced. But customers now expect on-time delivery and frequent communication updates. PostNord brought digital competencies inhouse and hired developers to build digital delivery systems to improve customer service. Case Study Changing the Culture Hiring the Best ...
Analyst(s): Jan-Martin Lowendahl | Andy Rowsell-Jones | Tomas Nielsen | Chris Howard | Jennifer Mitchell
... Generative AI investments in customer service are at an all-time high, presenting service leaders with the formidable challenge of strategizing to accurately set ROI expectations. This content provides a metric-driven strategy to set ROI expectations for GenAI investments in customer service. Overview Strategic ...