... Access Research Already a Gartner client? Websites must keep pace with evolving customer needs in order to deliver on business goals and customer expectations. CMOs can use this research to evaluate their current performance and gain valuable insights that will aid them in successfully executing a website ...
Analyst(s): Nicole Greene | Kassi Socha
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... Access Research Already a Gartner client? Customer behavior is complex, and marketing channels are impermanent — changing and blurring together. Use this research to look beyond omnichannel strategies to ensure your cross-discipline teams address customer context, make necessary trade-offs, use cross-channel ...
... collaboration and go-to-market execution by leveraging revenue analytics to create a unified view of the customer life cycle. This research helps to align commercial functions to ensure seamless customer experiences that drive revenue growth. Overview Strategic Planning Assumptions Introduction Analysis ...
... Access Research Already a Gartner client? Translation technology, enhanced by AI, can revolutionize customer service by eliminating accent biases and language barriers. Customer service and support leaders should strategically evaluate these technologies to achieve success in a diverse language service ...
... Research Already a Gartner client? Customer service and support leaders can deploy this diagnostic to understand the key drivers of attrition and productivity for agents and supervisors at their organization. Use the results to improve operational efficiency and customer outcomes while elevating the employee ...
Analyst(s): Denis Leahy | Jonathan Schmidt | Brady Holbrook
... Research Already a Gartner client? Product planning is the practice of understanding customer needs, assessing the market and establishing a product strategy. Disruptive technologies, new competitors and fast-changing customer expectations increase the challenge for product managers developing plans to achieve ...
... Research Already a Gartner client? Successful personalization execution is a balancing act. Too much personalization, and customers will stop doing business with you. Too little, and customers don’t get what they need. Six critical findings will help financial services CMOs maximize the impact of their personalization ...
... Access Research Already a Gartner client? To attract customers and grow market share, revenue and retention leaders must prioritize value. By employing a value-based commercial strategy, they can effectively guide the process from identifying customer needs to developing solutions and generating revenue ...
Analyst(s): Rahim Kaba | Mike Lowndes | Dave Egloff | John Quaglietta | Ewan McIntyre | Steve Rietberg
... Research Already a Gartner client? Despite substantial investments in self-service capabilities, 36% of customers say the phone is the primary channel used in their service interactions. Customer service and support leaders aiming to boost self-service adoption should incorporate IVR or AI voice bots ...
Analyst(s): John Quaglietta | Ian Elliott | Rupinder Chandhok