... features and capabilities on time and within budget. Unfortunately, this focus often makes customer value and usability a secondary concern, resulting in releases that fail to make a difference for their customers. Overview Analysis Conclusion Gartner Recommended Reading Gartner Research ...
Analyst(s): Clifton Gilley | Charles Sutherland | Dan Tolan
Get more from Gartner
Interested in receiving proven business and technology insights, analyst guidance, benchmarks, diagnostics and more? Connect with a Gartner representative to learn more about becoming a Gartner client.
... Revenue and retention leaders responsible for the customer success function can learn how Zendesk overcame resource constraints by strategically allocating its resources to provide the right level and type of engagement for each customer. Case Overview Critical Components Results Recommendations Zendesk ...
... Gartner client? Composable applications will have three direct impacts on enterprises’ customer engagement hub architecture. Application leaders should use this research to help achieve their enterprise’s customer engagement objectives by understanding and prioritizing the three impacts. Overview Strategic ...
... Focusing inside-out on improving OTIF to drive growth can be costly. But, by gaining a direct understanding of customers through an outside-in approach, supply chain leaders can reduce customer effort and support growth without raising costs. Overview Strategic Planning Assumption Introduction Analysis ...
... Demand for assisted service remains high as investments in self-service fail to meet customer expectations. Application leaders supporting customer service must improve the timeliness and fidelity of self-service content by integrating knowledge management that is enhanced by AI-enabled automation. ...
... competition has intensified in recent times as macroeconomic challenges grow. At the same time, the emergence of AI-enabled shopping increasingly impacts customer behaviors and loyalty. CMOs can use this research to discover how top multibrand retailers are successfully navigating these challenges. Introduction ...
Analyst(s): Brad Jashinsky | Matt Moorut | Kassi Socha
... Recent Broadcom litigation activity has increased legacy VMware customers’ awareness of the risks of continued use of their perpetual licenses. Sourcing, procurement, and vendor management leaders must understand Broadcom’s guidance on contractual VMware perpetual licenses to plan their VMware strategy ...
... The recent introduction of Workday AI Flex Credits has created cost predictability concerns for customers. IT SPVM leaders should use this research to negotiate Flex Credits effectively, securing price protections, clear usage terms and contractual safeguards to achieve optimized outcomes. Insights at ...
Analyst(s): Dawn Hubbard | Quintin Casper | Ishan Anand
... AI-enabled document accessibility tools help catch accessibility errors in documents early, improving compliance with WCAG standards. Digital workplace and customer experience leaders should evaluate AI-enabled solutions to automate document accessibility and minimize reliance on external services. Insights at ...