... Gartner client? Because of their granular scope, individual agent QA scores yield little insight into how to improve strategic service quality issues. Customer service and support leaders should change how QA data is analyzed and leveraged to drive significant changes in broader service and enterprise outcomes ...
Analyst(s): Kathy Ross | Deborah Alvord | Jonathan Schmidt
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... Most SAP ECC customers have not invested in S/4HANA and face critical decisions as mainstream and extended support deadlines approach. In 1Q25, SAP announced a new offering, but it is not simply SAP support through 2033 for a fee. This research explores three options to continue supporting SAP ECC. ...
Analyst(s): Christian Hestermann | David Penny | Johan Jartelius | Mike Tucciarone | Greg Leiter
... must be equipped with modern skills and scalable approaches to adapt to the evolution of their roles and respond to rapid changes in technology and customer behaviors. Scope Analysis Topics Suggested First Steps Essential Reading Gartner Research ...
... Access Research Already a Gartner client? This report helps customer service and support leaders understand and benchmark key staffing metrics against peers’ to identify opportunities for efficient workforce management. The metrics include role allocations across tiers and channels, as well as spans ...
... rate of 1% of all sales accepted leads. Tech CEOs can increase the sales conversion by building buyer personas and mapping their business needs to customers’ strategic priorities, and helping to drive consensus to warrant investment. Data Snapshot Data Insights What You Need to Do Gartner Recommended Reading ...
... dynamics of the AI race and lead to four possible scenarios. Tech CEOs can prepare for uncertainty by reprioritizing their GTM tactics with a focus on customer retention and delivering business value from AI. Overview Introduction Impacts and Recommendations Gartner Recommended Reading Gartner Research ...
... automates actions with varying degrees of autonomy to dynamically adapt to complex scenarios. The next wave in the evolution of generative AI as well as customer experience, agentic AI is creating challenges and opportunities for product leaders at technology and service providers. Overview Strategic Planning ...
Analyst(s): Jim Hare | Mark McDonald | Sid Nag | Tom Coshow | Radu Miclaus
... energy management products, offering a roadmap to energy resilience. Product leaders can use this maturity model to align value propositions with customer ambition, making products more attractive and potentially increasing sales. Overview Analysis Gartner Recommended Reading Note 1: Comparison Between ...
... Microsoft for the second generation of AI PCs. With varying Qualcomm, AMD and Intel options, infrastructure and IT operations leaders and enterprise customers must determine whether they need to adjust their PC refresh strategy in response. Overview Introduction Impacts and Recommendations Gartner Recommended ...