... a combination of digital and seller interactions to advance B2B buyer journeys, they are more likely to exceed their profit goals. This research helps CMOs develop omnichannel buyer journeys by collaborating with sales on journey mapping, messaging and content. Overview Conclusion Gartner Recommended ...
Analyst(s): Martin DeWitt
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... Access Insights Already a Gartner client? The customer data platform market is bifurcating into platformization and agentification. Buyers should assess their needs for orchestration or autonomy, prioritize warehouse-native and composable architectures, evaluate cost-to-value and invest in agentic AI ...
Analyst(s): Lizzy Foo Kune | Suzanne White | Rachel Dooley | Benjamin Bloom | Audrey Brosnan
... Your entire business model is based on rented intelligence you don’t own. Your large language model vendor controls model behavior, safety rules, pricing and release timing. Every large language model change lands in your product, whether or not it is aligned with your plans. Make your large languag ...
... Access Insights Already a Gartner client? While 79% of service leaders have deployed at least one GenAI use case, these deployments often stall due to lack of ROI measurement, increased recurring costs and unpredictable adoption. This research shows how to create a KPI-led investment model by linking ...
Analyst(s): Jason Bridge | Francesco Vicchi | Brett Overbey
... Surveys augment AI-detected customer signals by providing essential detail about customer expectations. This downloadable presentation guides revenue and retention leaders through five steps for designing surveys that feel relevant to customers and deliver actionable insights. Gartner Recommended Reading ...
... Top 3 Customer Service Trends and Priorities that Matter Most in 2026 Explore emerging customer service trends, priorities and action steps to drive business impact Key Customer Service Trends in 2026 Curious about how customer service trends are shaping the future? Explore the dramatic shift in priorities ...
... indirect, and inferred VoC data to monitor the performance of customer-facing AI agents. Use this framework to track real-time feedback, improve AI execution, and ensure interactions consistently drive customer satisfaction, reduce customer effort, and achieve revenue growth. Insights at a Glance Impact ...
... they continually refer to digital channels even while in contact with a seller. Meanwhile, the customer’sjourney is becoming more complex and opaque. Many CCOs believe meeting face-to-face with customers is the solution to bolstering commercial performance, especially as we navigate through the pandemic ...