... We recently deployed our 2026 Technology Trends Survey for Customer Service and Support. In the report below, we share insights about service and support leaders’ channel strategies, use of agentic AI, and adoption of agentic AI-friendly platforms. Insights at a Glance Issue Impact More Detail Contributors ...
Analyst(s): Daniel O'Sullivan | Kim Hedlin
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.
... Customers use GenAI tools differently across industries. Some are willing to use them; some find them a waste of time and others are punitive when they think brands misstep. Use this research to benchmark industry-specific GenAI uptake, preference and potential backlash. Insights at a Glance Issue Impact ...
... about your customerjourneys, such as product features, customer service experience, and overall customer satisfaction. Gain insights into customer feedback to make informed decisions Creating a customer review strategy is more than just asking for reviews. It’s about understanding your customers, engaging ...
... reports directly to buyers to show AI’s continuous learning and increased capabilities. Regularly communicating this value increases retention and customer lifetime value. Insights at a Glance Impact Actions How to Execute Success Measures Gartner Recommended Reading Gartner Insights Abstract ...
Analyst(s): Elisabeth Torres-Schulte | Raymond Paquet
... leveraging customerjourney mapping. By addressing specific pain points along this journey, they can enhance the experience for customers, streamline operations and uncover new products, services or revenue streams. AI agents can be a key solution for organizations looking to mitigate customer pain points ...
... Financial services leaders can use this Hype Cycle to learn about the technologies and strategies necessary to bring contextual data to bear in customerjourneys across all their channels. Analysis Definition: Why This Is Important Business Impact Drivers Obstacles User Recommendations Gartner Recommended ...
Analyst(s): Uri Lerner | Jonathan Jackson | Jeff Casey
... Gartner client? B2B companies struggle to incorporate loyalty programs due to complex buying dynamics, lengthy sales cycles, and a lack of insight into customer preferences. B2B CMOs and their teams can use this research to overcome those challenges to create a successful loyalty program to drive deeper engagement ...
... Gartner First Takes Fresh insights on emerging trends Customer service leaders gain advanced workflow automation and enterprise execution from Genesys’s acquisition of Pinkfish, which highlights the shift of the contact center market from customer engagement to autonomous, agentic systems. Overview Analysis ...
Analyst(s): Drew Kraus | Uma Challa | Francesco Vicchi
... Workforce AI is no longer just an emerging trend in service and support—it’s fundamentally changing how organizations deliver value and respond to customer needs. Early movers are leveraging AI to enhance human capabilities, streamline operations, and drive growth, while those waiting for proven strategies ...