... CMOs can accelerate growth by maintaining and expanding customer relationships. This requires them to take a sustained role in helping CX leaders within the marketing department build the knowledge and influence necessary to effect customer-centric organizationwide change. Overview Introduction Analysis ...
Analyst(s): Augie Ray
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... give service leaders actions to strengthen their business continuity plans, ensuring employee safety and brand protection, while still maintaining customer service. Gartner Research ...
... Access Research Already a Gartner client? Customer service and support leaders often struggle to secure funding for technology projects. A centralized, standardized approach to project prioritization ensures fair evaluation across business units. This research uses a real-life example to illustrate how ...
... Customers’ use of third-party platforms for services like YouTube, Google and ChatGPT is on the rise. Customer service and support leaders must consider these platforms during their own service journeys by monitoring VoC on third parties, simplifying channel design and investing in knowledge. Overview ...
... As early Gen Z brand relationships form, B2C CMOs should aim to secure loyalty through strategies tied to discovery, emotional connection, advocacy, and authenticity to build brand affinity. Introduction Analysis Gartner Recommended Reading Gartner Research ...
... CMOs face the challenge of proving CX’s business impact. This research guides CMOs in building a unified CX scorecard that links sentiment and operational data to financial outcomes to justify targeted investment and demonstrate results to the C-suite. Overview Introduction Analysis Gartner Recommended ...
... Gartner First Takes Fresh insights on emerging trends Data leaders can achieve semantic consistency enterprisewide with AtScale for Snowflake Semantic Views, a transformative shift that impacts how Snowflake’s semantic capabilities connect with Microsoft tools to support AI. This major development is ...
Analyst(s): Georgia O'Callaghan | Christopher Long
... Communication service providers are progressing from AI chatbots and knowledge assistants to agentic AI automation to boost efficiency, performance and scalability outcomes. AI-focused vendors must demonstrate business value, not just technical prowess, to succeed in enabling outcomes that address c ...
... Access Insights Already a Gartner client? The need for inspired product design is magnified by AI. Product managers must change the way they think, shifting away from delivering MVPs toward complete product experiences. Gartner Recommended Reading Gartner Insights Abstract ...