... Gartner client? Customer service and support leaders’ top priority for 2026 is, yet again, improving the customer service experience. This year, leaders must better balance the charge to transform — through AI, personalization, and value creation — with improving nine foundations of the customer service experience ...
Analyst(s): Lauren Villeneuve | Olivia Foster | Christopher Sladdin
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... Access Insights Already a Gartner client? Critical perspective and insight from John Quaglietta, VP Analyst, Gartner for Customer Service and Support Leaders Gartner Recommended Reading Gartner Insights Abstract ...
... Uncertain times can wreak havoc on customer experience, making it vital that IT broaden its role and actively contribute to customer experience. Application leaders supporting CX should utilize these five ways to stay focused on customers or risk losing business in the downturn or recovery. Overview ...
... client? Amid an increasingly volatile business environment, collaborating with customers to gather accurate demand signals is crucial. Supply chain planning leaders should strengthen collaboration through CPFR and integrate customer insights across planning processes to enhance performance. Overview Introduction ...
... Gartner for IT Leaders
How Graphic Packaging International
Achieved Strategic Alignment with AI
Innovation
Company: Graphic Packaging
International Industry: Consumer Packaging
Revenue: $9.4B
Employees: 23,000+
Mission-critical priority
Seth Roach, Sr Director of Enterprise Solutions and ...
... Gartner First Takes Fresh insights on emerging trends SAP’s new API policy impacts customers’ AI strategy, increases lock-in, and will create unbudgeted costs. IT sourcing, procurement, and vendor management leaders must urgently audit AI integrations, optimize architecture, and proactively negotiate ...
Analyst(s): John Santoro | Johan Jartelius | Nicholas Carter | Ciaran Hudson | Mike Tucciarone
... Outdated pricing models that fail to accommodate AI agent interactions from partners and customers pose the greatest threat of revenue erosion. Product leaders need to quickly revise pricing models to include consumption entitlements and limits, using this research as a guide. Insights at a Glance Strategic ...
... Banking, insurance and investment services customers will increasingly use agents to discover and consume products. While industry leaders must make products discoverable by third-party agents, only the largest institutions will have a business case for implementing proprietary agents. Insights at a ...
... algorithmic pricing without governance. This mistake will kill monetization, shatter CLTV and cede competitive advantage to vendors who build pricing customers can trust. Insights at a Glance Strategic Planning Assumption Issue Impact Implications Gartner Recommended Reading Gartner Insights Abstract ...