... Customer service and support leaders have over 200 metrics to measure performance, but some are more utilized than others. This research presents the current usage of these metrics, differences by business model, and offers suggestions for optimizing metric selection and implementation. Overview Strategic ...
Analyst(s): J.J. Moncus | Christopher Sladdin
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... messaging. Startup tech CEOs must convey the additive benefits of SaaS rather than rely on SaaS alone to communicate value across three key stages of the customer life cycle. Overview Introduction Analysis Gartner Recommended Reading Gartner Research ...
... Gartner provided the client with the analyst guidance and tools needed to insource their help desk to provide better support to customers. Business impact Revamped the customer experience, and increased their Net Promoter Score by 14 points in 6 months. Industry Healthcare Employees 1,200+ Learn more ...
... This note guides infrastructure and operations leaders to 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 ...
... B2B equipment service offerings targeted at machine customers will drive revenue growth opportunities. Application leaders that react well to demand for machine-initiated, machine-evaluated service alongside human-initiated, human-evaluated service will also reduce cost and negative outcome risk. Overview ...
Analyst(s): Nadine LeBlanc | Jim Robinson | Don Scheibenreif
... client? In the coming years, advancements driven by AI, generative AI, and immersive technologies will revolutionize how tech CEOs and teams operate. Customer acquisition will be radically transformed through immersive hyperpersonalization, advanced predictive analytics and innovative decentralized models ...
Analyst(s): Warren Johnstone | Patrick Stakenas | David Kung
... By optimizing the processes and workflows reps use for issue resolution, customer service and support leaders can enhance their efficiency and customer experience. Service leaders can use this research to evaluate alternatives, such as pods and swarming, to the traditional tiered delivery model. Overview ...
... make it easier to navigate catalogs, find products, and decide. This research helps digital commerce leaders use advanced search to improve buying journeys and strengthen sales teams. Overview Introduction Analysis Gartner Recommended Reading Gartner Research ...
... strategy and a detailed cloud adoption plan. This research underscores the differences between these two documents, both essential for a successful cloud journey. More Detail Gartner Recommended Reading Gartner Research ...