... To realize the benefits of AI investment, customer service organization structure must align to the AI strategy. This research equips customer service leaders with actionable strategies to optimize their organization structure for AI-driven transformation. Gartner Research ...
Analyst(s): Karan Anand
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... often concentrate on activities aimed at achieving customer experience success, but an alternative is to eliminate obstacles that hinder this success. Applications leaders should identify and remove the employee barriers preventing an improved customer experience. Data Snapshot Data Insights What You Need ...
Analyst(s): Maria Marino | Don Scheibenreif | Michael Chiu | Leah Leachman
... Acting on customer feedback improves the customer experience and increases customer retention, which are critical for maintaining a competitive edge. Revenue and retention leaders can learn from the implementation experience of their peers shared on Gartner Peer Insights. Overview Peer Lessons Learned ...
... must integrate explainable AI into their offerings. This enhances transparency, manages risks, and safeguards product value, while creating essential customer trust. Overview Analysis Gartner Recommended Reading Note 1 Gartner Insights Abstract ...
Analyst(s): Kameron Chao | Bart Willemsen | Jon Dressel
... GenAI in customer experience promises transformation but brings real risks, as poor execution can alienate customers and harm your brand. Enterprise application leaders should apply structured risk management, transparent safeguards and ongoing adaptation before, during and, after launch. Overview Introduction ...
Analyst(s): Ilona Hansen | Don Scheibenreif | Michael Chiu | Augie Ray | Maria Marino
... Insights Already a Gartner client? Driving healthy growth is impossible when customers disengage. Revenue and retention leaders require partnerships between customer success teams and account management teams that retain and grow customers and deliver seamless interactions to realize current value and pursue ...
... This research note features Q&A with progressive customer service and support leaders, delving into their function’s purpose, the obstacles they confront, and the inventive, sometimes unconventional, solutions fueling their achievements. Gartner Research ...
... Organizations are placing big bets on customer service technology. But leaders are often enamored with slick technology features and overlook the prerequisites to enable them. Customer service and support leaders can use this research to improve their organizational readiness for new technology. Overview ...
Analyst(s): J.J. Moncus | Michael Rendelman | Karan Anand | Eric Keller | Brady Holbrook
... human accessibility to boost confidence in GenAI-powered customer-facing applications. This research takes proprietary survey data to guide CIOs in making smart GenAI decisions that deliver stronger support for consumers and corporate customers. Gartner Research ...