... data, cause system failures, and execute harmful business decisions at machine speed. This content provides best practices in securing AI agents in customer service environments. Insights at a Glance Strategic Planning Assumptions Issue Impact More Detail Gartner Recommended Reading Gartner Insights Abstract ...
Analyst(s): Uma Challa
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... Access Insights Already a Gartner client? As customer data management converges around four architectural approaches (stand-alone, composable, platform, embedded), the CDP buying decision shifts from product selection to architectural strategy. CMOs’ and CIOs’ strategic choices will impact data ownership ...
Analyst(s): Lizzy Foo Kune | Suzanne White | Rachel Dooley
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... agent‑assist tools — depend on strong KM as a prerequisite. AI can also help strengthen KM by accelerating activities such as generating content from customer interactions, deduplicating knowledge repositories and supporting more dynamic ways to organize information. But technology alone is not enough. Effective ...
... Tech Buying Behavior Primer for 2024 Reimagine go-to-market strategy through the lens of the ideal customerjourney. Analyst: Derry Finkeldey, Garrett Astler, Manav Jain, Michelle Shapiro As technology spending decisions are increasingly made throughout the enterprise, providers need new approaches to ...
... isolation and instead anchor marketing around customerjourneys as AI increasingly influences content, bidding and channel choice. Key Takeaways “If you want to win in omnichannel, start with the customerjourney, not the channel. The goal of marketing is to shape journey outcomes, not optimize a touchpoint in ...
... included in the journey to ensure it accurately reflects the experience, feelings, thoughts and actions of the customers.
Cultivate Value from Journey Maps: When journey maps fail, research shows it typically happens following the design phase. To get maximum value from customerjourney maps, CX leaders ...