... Access Research Already a Gartner client? Despite significant technology investments, most assurance functions still face automation gaps and buyer’s remorse, revealing a clear disconnect between expectations and outcomes. This research offers actionable guidance to help assurance leaders select techn ...
Analyst(s): Jie Zhang
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... Artificial general intelligence (AGI) does not yet exist and is likely at least a decade away. However, the pursuit of AGI continues to drive valuable innovation. CIOs and AI leaders should capitalize on these advancements now. Strategic Planning Assumptions Analysis Research Highlights Gartner Recommen ...
Analyst(s): Philip Walsh | Frank Buytendijk | Pieter den Hamer
... Building a security operations center from scratch can be a journey for any security architect. This second note in the series discusses how to use your justification plan to build a feasible detection stack and get the detection and response operations in motion. Overview Problem Statement The Gartner ...
Analyst(s): Alex Tytarenko | Kevin Schmidt | Steve Santos
... CRM customer engagement centers enhance customer service and support by coordinating an organization’s processes and systems. This note guides customer service and support technology leaders to learn from ratings and reviews by their peers shared on Gartner Peer Insights. Gartner Recommended Reading ...
... client? Many organizations produce lackluster results in the name of customer centricity because they misinterpret its meaning. CMOs who understand what it means to be customer-centric will find not only more loyal and satisfied customers but a viable growth strategy for revenue and profitability. Overview ...
Analyst(s): Penny Gillespie | Kip Martin | Christopher Sladdin | Maria Marino | Augie Ray | Leah Leachman
... channels dropped significantly in 2025. CMOs must focus on ad quality and seamless conversion across owned and retail channels to retain customers amid fragmented digital journeys. Introduction Analysis Gartner Recommended Reading Gartner Insights Abstract ...
... Success with AI deployments requires significant planning for resources and other considerations that many customer service and support leaders overlook. Use this rubric to assess your readiness for your prioritized AI use case(s). When to Use Directions for Use Gartner Recommended Reading Gartner Insights ...
Analyst(s): Ian Elliott | Brett Overbey | Patrick Quinlan
... can elevate CX, boost agent productivity, and optimize back-office operations. This content provides the key business and technical measures that customer service leaders should monitor to gauge the success of AI agent adoption. Insights at a Glance Strategic Planning Assumption Issue Impact More Detail ...
... Already a Gartner client? Despite vendor hyperbole, an agentless contact center is the least likely, and least desirable, outcome of implementing AI in customer service. The true power of AI lies in amplifying, not erasing, human talent to create value-adding, differentiated service experiences. Strategic ...