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Premium Research Mar 2025
... This inaugural edition of the Customer Service and Support Innovation Report showcases some of the most successful, cutting-edge approaches to service and support, helping leaders innovate within their team and their function. Gartner Research ...

Analyst(s):   Olivia Foster
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Research Nov 2024
... Anywhere services” are critical to address IT talent shortages and geopolitical delivery risks. This Toolkit has a visual summary of 77 countries and their relative positioning, identifying the best fit for IT services delivery via shared service centers, captive centers and outsourced services. When to ...

Analyst(s):   Katie Gove   |   Luis Pinto   |   Tom Sieber   |   Shubham Rathore   |   Rajib Gupta   |   Brett Sparks   |   Alan Stanley   |   Sundar Viswanathan   |   Jaideep Thyagarajan   |   Rupinder Chandhok   |   Ryan McKinney   |   Gunjan Gupta   |   Akimasa Nakao   |   Irada Veliyeva   |   Andrea Lanzavecchia   |   Christopher Wiles   |   Ankit Singh   |   Danny Kreidy   |   Allan Wilkins
Research Apr 2024
... Access Research Already a Gartner client? As organizations transform customer service and support demand by eliminating unnecessary interactions and shifting volume to self-service, customer service and support leaders must restructure their organization, capabilities and budget to manage increased complexity ...

Analyst(s):   John Quaglietta   |   Jennifer MacIntosh   |   Kathy Ross
Research Feb 2025
... Access Research Already a Gartner client? Customer service and support leaders face increasing pressure to contribute to revenue, but the function is caught in a cycle of managing and reactively responding to customer demand for service. This research provides a path for transforming demand while evolving ...

Analyst(s):   Jennifer MacIntosh   |   John Quaglietta
Premium Research Feb 2026
... This article highlights findings from the Third-Party Cyber Risk Management Pickup Team series, in which team members discussed challenges and shared effective strategies. Insights at a Glance Issue Context Impact Brief More Detail Gartner Recommended Reading Gartner Insights Abstract ...

Analyst(s):   Ian Carr
Research Aug 2024
... client? This year’s most important customer service technology trends center around two goals: migrating volume from assisted- to self-service and enabling assisted reps. This research highlights four major trends in the technology landscape for customer service and support leaders. Overview Survey Objective ...

Analyst(s):   Kim Hedlin   |   Christopher Sladdin   |   J.J. Moncus
Premium Research Jul 2024
... Customers encounter unnecessary effort during service and support experiences, hurting loyalty and retention. Customer service and support leaders can use this research to understand and remove effort from each stage of the customer service journey. Overview Survey Objective Data Insights Gartner Research ...

Analyst(s):   Customer Service and Support Research Team
Research Jan 2025
... Access Research Already a Gartner client? Customer service and support leaders increasingly aim to improve growth, loyalty and cost reduction. To achieve these goals, leaders must reevaluate vendor partners, delivery models and organizational structures while increasing their influence. Scope Analysis ...

Analyst(s):   Deborah Alvord
Research Apr 2024
... location data to meet the needs of each scenario. I&O leaders should use this research to shortlist products to meet key use cases for indoor location services. Overview What You Need to Know Analysis AiRISTA Blueiot CenTrak Cisco Systems HID Global Huawei Technologies Inpixon Juniper Networks KINEXON Kontakt.io ...

Analyst(s):   Tim Zimmerman   |   Annette Zimmermann
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