... Customer service 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 how leaders implement a quality intelligence program and focus on identifying strategic CX and VoC insights. Overview Introduction ...
Analyst(s): Jonathan Schmidt | Deborah Alvord
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... Overreliance on SLAs and fixed or transactional/staffing-based pricing with outsourcing providers limits customer service and support leaders’ ability to drive outcomes beyond cost reduction. Reevaluate your metrics and use outcome-based pricing to incentivize innovation and value delivery. Overview ...
Analyst(s): Christopher Sladdin | Rupinder Chandhok
... with new and emerging customer expectations. Customer experience and business agility for resilience have become principal competitive differentiators, and retailers that don’t transform their business will find it extremely difficult to deliver a cohesive view of the customer’s interactions. Download ...
... an inclusive culture. Greater diversity within financial services can help firms better serve their customers as the customer base in financial services itself becomes more diverse. In addition, customers are demanding greater diversity from their financial services providers. Discover common challenges ...
... retailers need to reconstruct the merchandising process to respond to customers’ expectations when making sustainability choices. Download the research to learn how to establish sustainability as a guiding principle that drives customer conversion through a high profit-margin strategy. ...
... Access Research Already a Gartner client? Outsourcing partnerships and services can stagnate without competition and collaboration. Customer service and support leaders can use this research to learn how to use the challenger versus champion model to foster competition, increase collaboration and drive ...
... Customer service and support leaders are eager to deploy generative AI, but it can be hard to understand how much it’ll cost to run a vendor’s solution. This note explains the fundamentals of pricing for GenAI products and provides ready-to-implement recommendations for vendor negotiations. Overview ...
... to their ways of working because leaders haven’t clearly explained what needs to change and why it’s necessary. The From/To/Because Model provides customer service and support leaders with a simple formula for communication that shifts employee behavior. Overview Introduction Analysis Gartner Recommended ...