... Shopper behaviors and sentiments constantly change, but AI is accelerating the evolution of customerjourneys to a pace never seen before. This research highlights critical challenges that retail CMOs must navigate and provides guidance on actions to take to ensure success in monobrand retail. Introduction ...
Analyst(s): Brad Jashinsky | Matt Moorut
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... with changing purchase behaviors. Use this research to navigate the digital maturity gap and align AI capabilities with insurance agent-assisted customerjourneys and the future of agentic insurance. Insights at a Glance Issue Impact More Detail Contributors Gartner Recommended Reading Gartner Insights Abstract ...
... Access Insights Already a Gartner client? B2B marketing automation platforms help marketing teams orchestrate customerjourneys supporting demand generation, customer experience and revenue objectives. This research helps CMOs evaluate MAPs and identify solutions that best fit their organizational needs ...
Analyst(s): Julian Poulter | Jeff Cohen | Martin DeWitt | Upasna Chandna
... •Understand how customer use of large language models influences purchase likelihood •Identify where AI is shaping behavior across the customerjourney and how to respond •Evaluate the role of branded platforms in an AI-mediated buying environment Customers are rapidly incorporating generative AI into ...
... investments to priority segments, geographies and customerjourneys, and use AI to strengthen differentiation and capture market share. Overview Strategic Planning Assumptions Analysis Gartner Recommended Reading Note 1: Manufacturing Information Note 2: Customer-Size Segments Gartner Insights Abstract ...
... Access Insights Already a Gartner client? Technology and service providers must align GenAI and agentic AI customer service capabilities with industry-specific customerjourneys to gain market relevance and drive sales. This research analyzes banking, insurance, and retail, detailing interaction flows ...
Analyst(s): James Ingham | Jeff Casey | Sandeep Unni | Megan Fernandez
... Access Insights Already a Gartner client? CIOs should make customerjourneys and value streams the primary organizing constructs for the technology operating model. Focusing on customer centricity drives customer engagement and retention and sets the stage for enterprise growth. Insights at a Glance ...
Analyst(s): Jamie Heyes | Jaime Capella | Brandon Germer | Remi Gulzar | Peter Skyttegaard | Chet Geschickter | Tomas Nielsen
... the reliability and actionability of Customer Effort Score measurements. Customer service and support leaders must reduce their dependency on survey-based CES with a predictive model that leverages indirect and inferred VoC to measure effort across customerjourneys. Insights at a Glance Impact Actions ...
... To successfully retain customers and achieve marketing and CX goals, CMOs need to monitor and react to signs of customer churn across the customerjourney. Use this Buy/Own/Advocate framework to optimize a customerjourney that delivers customer satisfaction, loyalty and advocacy. Overview Introduction ...