... Access Research Already a Gartner client? Self-service is integral to a customer engagement strategy, but organizations often treat it separately from assisted service. Customer service and support leaders can use this roadmap to build an integrated self- and assisted service program that leverages AI ...
Analyst(s): John Quaglietta | Jennifer MacIntosh
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... Insights Already a Gartner client? Digital marketing leaders use mobile marketing platforms to acquire, engage, and retain customers through meaningful interactions on customers’ mobile devices. Utilize this research to balance evolving mobile marketing demands and mobile-device-based channel dynamics ...
... Access Insights Already a Gartner client? AI makes the process of applying customer payments to open accounts receivable invoices faster and improves customer and end-user experiences. CFOs can use this research to inform AI requirements for cash applications and deductions and disputes in purchase and ...
... expectations and defend investments relating to reliability. This video helps I&O leaders understand how service-level indicators and objectives focused on customer experience set the foundation for effective site reliability engineering (SRE). Gartner Recommended Reading Gartner Recommended Reading (Required ...
... Finance transformation leaders should create customer-centric practices that help teams break silos within their organization. Use techniques such as SIPOC frameworks and Agile ways of working to understand stakeholder needs and incorporate their perspective into their decisions. Case Overview Problem ...
... solely on the strength of their products and services. Tech CEOs should establish the three CX initiatives described in this research to increase customer retention and expand revenue from existing accounts. Overview Introduction Analysis Gartner Recommended Reading Gartner Research ...
Analyst(s): Forest Conner | Michael Maziarka | Maria Marino
... Organizations are prioritizing AI adoption in CSP customer and business operations to keep up with the emerging trend for operational efficiency and their competitors. This note guides CSP CIOs to learn from the implementation experience of their peers shared on Gartner Peer Insights. Overview Peer Lessons ...
... client? In 2025, customer service and support leaders are shifting from internal, employee-facing generative AI solutions to customer-facing ones. Leaders can use this research to benchmark their GenAI investments against their peers and track early adopters’ investments in customer-facing GenAI. Overview ...
... is vital for application leaders to develop resiliency by embracing diversity and inclusion in their product management practice to connect these customers who want everything. Overview Strategic Planning Assumption(s) Introduction Analysis Gartner Recommended Reading Notes Gartner Insights Abstract ...