... function to orchestrating technology as an enterprise capability shared across IT, business units, partners and AI-enabled actors. The steps in that journey include: Align the technology operating model to business value by identifying the outcomes, capabilities and priorities the enterprise needs most, ...
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... empowers them to manage disruptions, enable data-driven decisions, and optimize operations by advancing efficiency, reducing costs, and improving customer service. Gartner Research ...
... and support leaders can enhance complaint resolution by implementing real-time management processes and AI-driven analysis. This approach reduces customer churn and boosts operational efficiency by prioritizing issues and leveraging direct and indirect feedback. Gartner Research ...
... OpenAI notified customers on 27 November 2025, regarding an early November data breach at one of its providers, Mixpanel. Though breaches aren’t new, cybersecurity leaders must take this opportunity to urgently reassess third-party cybersecurity risk exposure, including related to AI usage. Gartner Research ...
... B2B CMOs must put the “market” back into their role. If you’re not championing market needs, outsmarting competitors, and elevating customer experience, you’re missing the mark. Marketing must lead with market insight rather than marketing metrics to earn trust as a strategic powerhouse. Gartner Research ...
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Validate journey map and define key performance indicators (KPIs). To gain from a VoC solution, validate and update service journey maps that are focused on understanding how customers perceive issue resolution as they move through different service channels. For each moment of customer feedback identified ...
... Agreements to customers, presenting both opportunities and challenges for buyers. This research helps heads of I&O to optimize critical, large and/or long-term investments with Cisco. Overview Strategic Planning Assumption Introduction Analysis Contributors Gartner Recommended Reading Note 1: Customer Example ...
Analyst(s): Mike Leibovitz | Nauman Raja | Andrew Lerner
... regulations, rising risks, and higher demand by leveraging AI, analytics, and automation to move beyond just digitalized customers, markets, and assets to achieve resilient, efficient, customer-centric performance. Insights at a Glance Strategic Planning Assumptions Issue Context Impact Brief Implications ...
Analyst(s): Sruthi Nair | Jo-Ann Clynch | Jim Robinson | Lloyd Jones | Nicole Foust
... transformation but are failing to gain the expected return on investment. This research recommends novel strategies for customer service and support leaders to exceed their ROI expectations and customer experience goals. Overview Introduction Analysis Gartner Recommended Reading Gartner Research ...
Analyst(s): Keith McIntosh | Ian Elliott | Kathy Ross