... Insights Already a Gartner client? Driving growth in existing accounts is a cornerstone of CSOs’ revenue growth. Yet the complexity of B2B sales, with customers demanding greater value than ever before, means the traditional account manager role is too broad for success. CSOs should maximize account growth ...
Analyst(s): Danielle McKinley | Daniel Hawkyard
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... Access Insights Already a Gartner client? AI checkouts are reshaping digital commerce with new ways of customer engagement and growth while challenging the dominance of direct-to-consumer and online marketplaces. Digital commerce leaders must avoid cannibalization from AI checkout to optimize reach and ...
... As AI use cases in banking progress from the back office to applications that impact customers more directly, collaboration and alignment between IT and business leaders is key. Banking CIOs can use this research to develop a systematic process to align IT and business leaders on AI use cases, in order ...
... Contact Center’s enterprise adoption readiness and its role in unifying CRM-CEC and CCaaS solutions. This research reviews the pros and cons of helping customer service tech leaders assess its alignment with organizational goals. Insights at a Glance Strategic Planning Assumption Impact Brief Actions and Cautions ...
... consumption through AI units is the most effective pricing model to overcome GenAI’s challenges with unpredictable costs, variable consumption patterns, and customer value alignment. Insights at a Glance Strategic Planning Assumption Impact Brief Actions and Cautions How to Execute Success Measures Gartner Recommended ...
Analyst(s): Jo Liversidge | John Santoro | Hannah Decker
... sponsor programs can squander valuable C-suite time due to a poor structure, lack of clarity, and misaligned objectives. Unlock strategic value, deepen customer intimacy, and drive measurable business outcomes by redesigning the program with a clear engagement model, AI-driven matching, and robust measurement ...
... KPIs That Correlate to Digital Operational Excellence Analyst: Richard Natale Digital focus among insurers is shifting from growth to improving the customer experience and operational excellence in 2023. CIOs of insurance organizations can use this research to determine KPIs that help them prioritize investments ...
... beyond, AI and agentic innovation, unified data, scalable solutions, and large partner ecosystem make it the company to beat in the AI-enabled CRM and customer experience AI race. But AI is creating a unique window for competitors to catch up with innovation and disruption. Overview Analysis Gartner Recommended ...
Analyst(s): Kyle Davis | Ilona Hansen | Pri Rathnayake | Julian Poulter | Kyle Davis
... their weaknesses in data collection, integration and protection. “Personal data has long been the fuel that fires marketing at every stage of the customerjourney, and the drive to find new forms of fuel and devise new ways to leverage them seems to be boundless,” said Charles Golvin, senior director analyst ...