... Although many organizations have a dedicated chief digital officer role to coordinate an end-to-end customer experience, CIOs have many opportunities to play a greater role in the success of CX initiatives. This article focuses on how CIOs can partner with CDOs to better support CX efforts. Recommended ...
Analyst(s): CIO Research Team
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... highlights best practices and go-to techniques of innovation heavyweights. CIOs can use this research to explore Fujitsu’s approaches including managing customer needs, co-creation with ecosystem partners, developing talent and fostering a culture for innovation. Overview Analysis Gartner Recommended Reading ...
... delivery, groups outside applications are leading solution delivery initiatives. Application leaders should treat democratized delivery teams as customers and provide capabilities and support to help them achieve delivery objectives. Overview Conclusion Recommended by the Authors About This Research ...
... Enabling a callback feature can serve as a workaround for inadequate coverage and a benefit to callers. Customer service and support technology leaders need to know how to avoid common drawbacks that come with callbacks and how to implement best practices for a callback program. Overview Introduction ...
... Already a Gartner client? Leading organizations are transforming their business models to create new sources of revenue, service and experience for customers. Enterprise architecture and technology innovation leaders must use a business architecture landscape to provide the insight and analysis required ...
... Access Insights Already a Gartner client? A major system outage left İşbank unable to serve customers. İşbank’s deputy CEO and CIO talks about how a new IT strategy enabled the bank to build a robust platform, offer innovative products and services, and create a more innovative culture. Overview Recommended ...
Analyst(s): Jan-Martin Lowendahl | Tomas Nielsen | Andy Rowsell-Jones | Chris Howard
... digital transformations. Application leaders should evaluate these Cool Vendors that are innovating in the areas of website monitoring, multichannel customer engagement, contextual navigation, digital channel insight and logistics infrastructure. Analysis What You Need to Know Blue Triangle ENGAGEcx Omni ...
Analyst(s): Magnus Revang | Penny Gillespie | Sandy Shen | Mike Lowndes | Jason Daigler
... Already a Gartner client? Leading organizations are transforming their business models to create new sources of revenue, service and experience for customers. Enterprise architecture and technology innovation leaders must use a business architecture landscape to provide the insight and analysis required ...
Analyst(s): Neil Osmond | Marcus Blosch | Saul Brand
... Artificial intelligence, marketplaces and IoT commerce are influencing both customers and digital commerce strategies. Application leaders responsible for digital commerce technologies must develop strategies and implement technologies to manage emerging approaches for successful digital commerce. Analysis ...
Analyst(s): Mike Lowndes | Christina Klock | Jason Daigler | Sandy Shen | Penny Gillespie | Gene Alvarez