... Access Insights Already a Gartner client? Digital commerce platforms are embedding more AI capabilities to power intuitive customer experience, and automate operations with more intelligence to help organizations scale the business. Digital commerce leaders should shortlist vendors based on factors such ...
Analyst(s): Aditya Vasudevan | Penny Gillespie | Jason Daigler | Sandy Shen | Mike Lowndes
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... applications leaders transform their CRM and CX operations. CRM users will reduce their screen times, intelligent content coordination will increase CX and customer productivity will become the new target. Overview Strategic Planning Assumption(s) Analysis A Look Back Contributors Gartner Recommended Reading ...
... digital channels, the phone remains the dominant customer service channel. But how phone-based service is delivered is changing. Service and support leaders should explore how to use AI to deliver high-quality voice experiences in the channels customers reach for first. Insights at a Glance Issue Context ...
... Functional, Technical and LOB Staff Link Selection to the Customer Analytics Technology Strategy and Ensure an Understanding of the Desired Outcomes via Use Cases Take Charge of the Demonstration and/or POC Processes Scrutinize the Vendor’s Customer and Partner Communities Gartner Recommended Reading Gartner ...
... 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. ...
... The digital experience platform market reflects the demand to manage digital experiences of customers, partners and employees. Use this Magic Quadrant to identify vendors that meet your needs across web, mobile and other digital channels. Strategic Planning Assumption Market Definition/Description Magic ...
Analyst(s): Jim Murphy | John Field | Irina Guseva | Mike Lowndes
... Access Insights Already a Gartner client? Due to geopolitical tensions and digital sovereignty requirements, customers in EMEA, Latin America and Southeast Asia are beginning to evaluate the potential opportunity to adopt Alibaba Cloud and explore optimal migration strategies. Heads of I&O should leverage ...
Analyst(s): Dennis Smith | David Smith | Carolin Zhou | Alessandro Galimberti
... challenging posture” questions to systematically validate assumptions, scrutinize AI-generated decision inputs and pressure-test what truly drives customer and business value. Insights at a Glance Impact Actions How to Execute Success Measures Gartner Recommended Reading Gartner Insights Abstract ...
... Accelerates Vendor Selection Helsana, a leading Swiss health insurance provider, faced the challenge of optimizing procurement processes and meeting rising customer expectations in a highly regulated environment. To drive agility and efficiency while supporting new strategic initiatives, Helsana turned to Gartner ...