... Organizations are increasingly expected to deliver infrastructure that is flexible, deployable and aligned with cloudlike functions to simplify operations. This note guides heads of infrastructure and IT operations to learn from ratings and reviews by their peers shared on Gartner Peer Insights. Gart ...
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... The transformative potential of AI is a primary focus for organizations worldwide. Despite this, IT and business leaders struggle to manage and prioritize the many activities required for making this AI potential a reality. By leveraging the Gartner AI maturity assessment and AI roadmap tools, we di ...
... Limiting customer-centricity to simply “listening to customers” can cause organizations to overlook growth opportunities. Revenue and retention leaders can follow the example of growth organizations by empowering employees to act and creating programs that treat customers as partners. Overview Introduction ...
... SoundHound AI’s announced acquisition of LivePerson, to provide omnichannel capabilities to manage customer experience across voice and digital channels. Customer service leaders working with these vendors must reconcile their fragmented vendor stacks into a single-platform strategy. Insights at a Glance ...
... Customer service leaders have the opportunity to gain control over third-party service experiences as AI advancements blur the line between first- and third-party support. New offerings change the trade-offs leaders traditionally weighed between maintaining control and providing convenience. Insights ...
... Access Insights Already a Gartner client? Agentic commerce has driven an emergence of advanced AI shopping assistants to help and inspire, but customer adoption remains a challenge. Digital commerce leaders can take inspiration from top brands that follow four principles to successfully implement next-generation ...
... The Future of Customer Service Agents and AI Strategies to address security, privacy, and talent risks for customer service agents using AI Future-Proof Customer Service Agents with Artificial Intelligence As AI continues to shape the customer service industry, customer service agents are positioned ...
... B2B buyers seek out digital content throughout their journey, and they stall or make less ambitious purchases when they can’t find the help they need. CMOs should focus their teams on creating “buyer enablement” content that helps buyers complete critical buying tasks along their path to purchase. Overview ...
... Overview Analysis Conclusion Gartner Recommended Reading This section will not publish Internal Only Note 1: CEO Role Evolution Across the Company Journey Note 2: Definition of Each Stage of Growth Gartner Research ...