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Premium Research Aug 2025
... Service and support leaders invest heavily in self-service, yet customers often bypass it during their initial search due to the easy accessibility of assisted service phone numbers. This research helps leaders spotlight their self-service content on search results, ultimately reducing costly assisted-service ...

Analyst(s):   Aprajita Chauhan
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Research Sep 2025
... client? Knowledge management is increasingly essential as evolving AI tools depend on up-to-date, accurate, accessible and actionable information. Customer service and support leaders can use this knowledge management maturity model to develop a formal KM program to support their strategic objectives. ...

Analyst(s):   Jennifer MacIntosh   |   John Quaglietta
Premium Research May 2025
... between business and IT and ensures that agile teams build solutions aligned with user needs. Software engineers should use BDD to deliver value to customers and improve quality. Overview Problem Statement The Gartner Approach The Guidance Framework Gartner Recommended Reading Note 1: Learning Resources ...

Analyst(s):   Bill Holz   |   Sushant Singhal
Research May 2025
... Access Research Already a Gartner client? Before negotiating contract renewals, Microsoft customers need to understand which pricing and licensing changes are important. IT sourcing, procurement and vendor management leaders can use this tool to identify and assess major changes, mitigate risks and accelerate ...

Analyst(s):   Michael Silver   |   Dolores Ianni   |   Zach Nagle   |   Samantha Ruiz   |   Sara Gravesande
Research Jun 2025
... support costs while ensuring providers meet or exceed their support commitments. Adopting the best practices from this research can protect SaaS customers from adverse support modifications and boost cost efficiency. Overview Strategic Planning Assumption Introduction Analysis Gartner Recommended Reading ...

Analyst(s):   Quintin Casper   |   Dawn Hubbard
Premium Research Jun 2025
... a race against time as AI accelerates the commoditization of technology, including IP and software itself. AI synergy effects focused on data and customer precision are reshaping product differentiation. This research is based on interviews with founders and CEOs of top-performing unicorns. Overview ...

Analyst(s):   Annemarie Roussel   |   Mark Wesker   |   Ayelet Heyman   |   Arup Roy   |   Vuk Janosevic
Premium Research Jun 2025
... for these vendors vary. Understanding these dynamics is crucial for product leaders to determine their growth strategy for both retaining existing customers and acquiring new accounts. Data Snapshot Data Insights What You Need to Do Gartner Recommended Reading Gartner Research ...

Analyst(s):   Manav Jain
Premium Research Jun 2025
... Retailers and B2B companies face increased customer and consumer demands for inventory visibility and supporting segmentation across multiple sales channels and marketplaces. This research provides supply chain technology leaders insights into the DOM market and available DOM applications. Overview ...

Analyst(s):   Rishabh Narang   |   Chap Achen   |   Max Panther Hammond
Premium Research Jul 2025
... This guide offers a list of vendors across 30+ areas within the digital commerce ecosystem, including sales, marketing, data analytics and customer experience. It helps digital commerce leaders understand ecosystem segments, identify vendor positions, define applications areas and build a targeted list ...

Analyst(s):   Hanna Karki   |   Penny Gillespie   |   Jason Daigler   |   Debbie Buckland   |   Sandy Shen   |   Mike Lowndes   |   Aditya Vasudevan   |   Irina Guseva
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