... Transformation and Customer Experience Dirk Rossmann GmbH, a leading German retailer, faced the challenge of scaling its IT capabilities to support rapid business growth and evolving customer expectations. With a focus on digital transformation and optimizing both internal processes and customer-facing technologies ...
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... value that customers realize. Efforts to close this gap are often supplier-centric, which can result in losing sight of the customer’s perception of value. As customers have greater access to information and increase scrutiny on purchases, sellers have less influence in shaping the customer’s perception ...
Analyst(s): Kelly Fischbein | Daniel Hawkyard | Robert Blaisdell | Greg Hessong
... Already a Gartner client? Most complaint management investments help organizations process complaints faster, not prevent them. AI-driven analysis of customer interactions and operational data enables service leaders to identify recurring failures, intervene earlier and address root causes before they generate ...
... Access Insights Already a Gartner client? Customer experience management is an organizationwide discipline that requires continuous focus to evolve. Gartner’s CX Management Maturity Model can help revenue and retention leaders gauge their organization’s CX maturity and identify practical and effective ...
Analyst(s): Michael Chiu | Maria Marino | Michael Maziarka
... information officers to learn from ratings and reviews shared by their peers on Gartner Peer Insights. Overview Gartner Peer Insights “Voice of the Customer” Contributors Gartner Recommended Reading Methodology Notes Gartner Insights Abstract ...
... Access Insights Already a Gartner client? Customer communities provide a branded digital experience to help customers adopt solutions, access support and connect with experts and peers. Revenue and retention leaders should use this research to identify B2B customer community platforms that meet their requirements ...
Analyst(s): Molly Beams | Jennifer MacIntosh | Maria Marino | John Quaglietta
... Access Insights Already a Gartner client? Leading AI companies are racing to put AI agents into the hands of customers, such as Meta’s Muse, OpenAI’s Dots, and Google’s Call for Me. These agents are capable of autonomously executing multistep tasks across connected apps like shopping and placing phone ...
Analyst(s): Christopher Sladdin | Brad Fager | Devra Struzenberg | Daniel O'Sullivan
... credibility and set your product apart in a competitive landscape. 1. Why social proof matters in the software buying journey Most buyers complete a significant portion of their journey—researching options, reading reviews, and comparing solutions—before ever contacting a vendor. This shift means that ...