... EPAM GlobalLogic Globant HCLTech Hexaware IBM Infosys NTT DATA Persistent Systems Softtek Thoughtworks Virtusa Wipro Business Acumen Design (User & Customer Experience) AI, GenAI & Agentic AI Expertise API and Integration Expertise Analytics and BI Experience Software Engineering Approaches Multiexperience ...
Analyst(s): Jaideep Thyagarajan | Nathan Davie | Ryan McKinney
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... microsegmentation and zero trust. Mr. Hils has performed in several strategic product marketing and management roles. In those roles, he focused on helping customers enhance their security postures. Securing networks - implementing firewalls, IPS and multifunction platforms Selecting IPS Making next-generation ...
... Access Research Already a Gartner client? As organizations transform customer service and support demand by eliminating unnecessary interactions and shifting volume to self-service, customer service and support leaders must restructure their organization, capabilities and budget to manage increased complexity ...
Analyst(s): John Quaglietta | Jennifer MacIntosh | Kathy Ross
... Despite CCaaS’s ability to improve business agility and customer experience, ineffective migration from on-premises to the cloud can cause challenges impacting strategy and execution. Customer service and support leaders can use this research to avoid making costly mistakes when migrating to CCaaS. ...
Analyst(s): Ian Elliott | John Quaglietta | Brian Weber
... decision-making to support talent retention, change management, and organizational effectiveness. How Gartner helped To support its transformation journey, ELM leveraged Gartner tools, research, and analyst advisory to move from strategy to execution. Enabled measurable employee experience and workforce ...
... One of the promises of generative AI is its potential to replace customer service employees. However, our data shows that most customer service and support leaders investing in generative AI expect minimal reduction in headcount and intend to add net new roles. Data Snapshot Data Insights What You Need ...
Analyst(s): J.J. Moncus | Kim Hedlin | Emily Potosky
... Supply chains seeking to reduce cost, improve responsiveness or meet changing customer expectations are in constant cycles of reorganizing as restructuring efforts fail to meet expectations. This research offers insights to CSCOs considering reorganizing on overlooked pitfalls and how to avoid them. ...
Analyst(s): Lorraine Gavin | Julia Heyman | Alan O'Keeffe | Matthew Matsko
... A series of Microsoft sales and program changes signals a strategic shift to the less familiar Microsoft Customer Agreement Enterprise. IT sourcing, procurement and vendor management leaders can use this guide to identify, assess, and mitigate key differences to the Enterprise Agreement. Gartner Insights ...
Analyst(s): Yoann Bianic | Sara Gravesande | Stephen White | Ben Jepson
... Customer service and support leaders often view any changes to improve AI chatbot self-service as an expensive undertaking. This infographic uncovers low-cost, low-effort or no-code solutions to optimize self-service on the chatbot channel. Overview Gartner Recommended Reading Gartner Insights Abstract ...