... managers — from unlocking value with AI to optimizing costs and leading change — decisions that drive impact. With step‑by‑step guidance and clear journey steps, Gartner helps you move confidently from strategy to execution. Actionable insights for your everyday organizational needs Gartner for Tech Managers ...
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... Access Insights Already a Gartner client? As customer expectations for relevance and personalization continue to rise, traditional search and product discovery solutions often struggle to deliver differentiated experiences. Digital commerce leaders should prioritize AI-driven capabilities when integrating ...
... Customer service and support leaders may be tempted to pursue a talent strategy focused on replacing employees with emerging technologies like generative AI. However, organizations that use technology to enable, not replace, employees will see greater returns. Overview Conclusion Recommendations Presentation ...
Analyst(s): Melissa Fletcher | Emily Potosky | Michael Rendelman | Kathy Ross
... client? Change fatigue is a pervasive issue, impacting employee performance and intent to stay, and hampering the effectiveness of change initiatives. Customer service and support leaders must mitigate these risks by identifying and addressing typically overlooked drivers of change fatigue. Overview Introduction ...
Analyst(s): Jonathan Schmidt | Deborah Alvord | Jason Barberio | Lauren Villeneuve
... Customer service and support leaders must build business cases for investments, defend budgets and make strategic, data-backed cost decisions. Utilize this tool’s use case-derived modules to address mission-critical priorities and compare the organization’s key practices and metrics against those of ...
Analyst(s): Denis Leahy | John Quaglietta | Jennifer MacIntosh | Ratnam Gupta
... Access Insights Already a Gartner client? CIOs leading global capability centers must increase customer value and optimize cost. They do this by identifying agentic AI business cases that balance between optimizing operations and maximizing return on people, investments, and future to sustain value across ...
Analyst(s): Remi Gulzar | Brandon Germer | Chet Geschickter
... Access Insights Already a Gartner client? Customer service and support leaders face growing pressure to increase their investments in AI, but most contact center GenAI investments fail to meet their business objectives. This research explains how to rightsize AI spend and identifies leverage points to ...
... CSOs transform offers from an administrative necessity to a series of value-driven engagements that builds a compelling buyer narrative, enhances the customer experience and accelerates buying decisions. Insights at a Glance Impact Brief Actions Actions and Cautions How to Execute Success Measures Gartner ...
Analyst(s): Guy Wood | Luke Tipping | Wendy Butler-Mafuz