... Despite organizations adding more self-service content, capabilities and channels, most customer attempts to self-serve are not successful. Gartner experts share innovative approaches for how customer service and support leaders can better drive self-service success within their channels. Session Description ...
Analyst(s): Andrew Schumacher
Get more from Gartner
Interested in receiving proven business and technology insights, analyst guidance, benchmarks, diagnostics and more? Connect with a Gartner representative to learn more about becoming a Gartner client.
... challenges and opportunities including lowering interest rates, new customer expectations and emerging technologies. Financial services leaders in banking can use these trends to inform strategies for digital transformation, customer experience and AI. Overview Conclusion Gartner Recommended Reading ...
Analyst(s): Benjamin Seesel | Sophia Palmstedt | Uri Lerner
... Understanding customer needs and behavior is a top priority in product management for tech providers such as HubSpot. This case study shows how product managers can utilize product analytics insights at scale to make decisions that align with customer needs and overall business objectives. Gartner Research ...
Analyst(s): Reema Khalid Khan | Adrian Lee | Vivek Tomar
... frontline efficiency, a better strategy is to redesign work to support frontline and customer empowerment. Learn how to equip employees with the necessary skills, tools and insights to better educate, enable and reassure customers. Gartner Research ...
... Cross-selling products and services to existing customers is key to growth. To improve cross-selling efforts, product leaders can use Gartner’s Enterprise Technology Adoption Profiles to target customers that are most likely to find other products appealing with a proposition tailored to them. Gartner ...
... Organizations explore conversational GenAI technology to enhance customer service, but face challenges in assessing its accuracy during the pilot and testing phases. This research provides customer service and support leaders with strategies to effectively measure the accuracy of GenAI solutions. Overview ...
... AI is revolutionizing customer service, prompting leaders to find the best collaboration between human agents and technology. Customer service leaders can use this infographic to explore four future roles for agents and align human-AI capabilities with strategic goals. Overview Contributors Gartner Recommended ...
Analyst(s): Kathy Ross | Karan Anand | Jonathan Schmidt
... When demand exceeds supply, organizations often fall into a reactive position to prioritize customers. Supply chain planning leaders can use this research to develop a clear strategy for product and customer allocation across markets before product shortages happen. Overview Introduction Analysis Gartner ...
... To sustain a superior customer service experience, application leaders for customer service should focus on work type and personality to drive improvement in employee engagement. Here we look at the capabilities that technology providers need to offer to support stronger employee engagement. What You ...