... Access Insights Already a Gartner client? Low survey response rates limit the reliability and actionability of Customer Effort Score measurements. Customer service and support leaders must reduce their dependency on survey-based CES with a predictive model that leverages indirect and inferred VoC to ...
Analyst(s): Christopher Sladdin
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... Access Insights Already a Gartner client? Organizations are transitioning from high-effort to low-effort service models, but the last frontier is still ahead: zero-effort experiences. This research shows customer service leaders how to design zero-effort experiences by leveraging customer journey mapping ...
Analyst(s): Francesco Vicchi | John Quaglietta | Michael Chiu
... AI agents aren’t fit for everything. Currently, their value lies in use cases that are dynamic but where the business impact of errors is low. Start by finding your AI agent “Goldilocks Zone” — where agents are reliable enough to deliver value — and then build toward a future where agents can be granted ...
Analyst(s): Chris Howard | Erick Brethenoux | Daryl Plummer
... Many finance AI initiatives stall because of persistent manual workflows, opaque algorithms and low trust. Driver maps give CFOs a practical way to embed business logic in management reporting and financial planning, setting the stage for scaling finance AI. Insights at a Glance Challenges in Scaling ...
... Not all managed service accounts are equal, but they all consume scarce resources. Tech CEOs should periodically evaluate and pare underperforming/difficult accounts to focus on higher-value customers and prospects. The considerations include financial, strategic and operational factors. Overview Intr ...
... fast-paced agentic workflows. To maximize impact, software engineering leaders should adopt agentic AI technologies and practices across the SDLC — from coding and requirements to testing and AI‑driven DevOps. Analysis Gartner Insights Abstract ...
Analyst(s): Jim Scheibmeir | Tigran Egiazarov | Brad Dayley
... engineering leaders with the key decisions and initiatives they must undertake due to digital business transformation. His focus areas include vibe coding, AI in the SDLC, agile, DevOps, Kanban, lean, platform engineering, developer experience, agile coaching, agile transformation, agile at scale and ...
... into strategic advantages by enabling rapid experimentation, guiding the shift to sovereign architectures, and redirecting portfolio investment from low-value efforts to winning bets. Why This Matters Blind Spots What’s Around the Corner Top Client Questions Gartner’s Positions Your Journey as a Head ...