... has affected all employees working in frontline services, leading to multiple challenges — flexible working, onboarding, training, well-being and ongoing support. This year’s cool vendors have developed innovative ways of supporting better customer service and operational outcomes. Overview Analysis Gartner ...
Analyst(s): Nadine LeBlanc | Jim Robinson | Pri Rathnayake | Steve Blood
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... Gartner client? As organizations continue their digital journeys, the need for top-down, application-driven transformation services continues to accelerate. The market for cloud IT services will see a five-year CAGR of 10.1% with the revenue reaching $325 billion constant U.S. dollars in 2027. Overview Forecast ...
Analyst(s): David Ackerman | Brandon Medford | Colleen Graham
... The advent of generative AI and other LLM innovations has led to exciting developments in customer service technology. Customer service and support technology leaders can use this report to gain insights into current “art of the possible” use cases from emerging, lesser-known vendors. Overview Strategic ...
Analyst(s): Steve Blood | David Norrie | Jim Robinson | Wynn White
... Access Research Already a Gartner client? SSE functionality has largely commoditized around features such as advanced threat defense and adaptive access controls, but capabilities such as SSPM and integrated deployment are still maturing. Security and risk management leaders can use this research as a ...
Analyst(s): Dale Koeppen | Thomas Lintemuth | Charlie Winckless
... Access Research Already a Gartner client? Real-time location tracking of people and critical assets is now required for safety, compliance and cost optimization. I&O leaders should assess vendors based on their ability to meet multiple indoor location opportunities and address new employee safety and ...
... Access Insights Already a Gartner client? Innovative players and new technologies in the areas of IoT, autonomous robotics and edge networking are disrupting the CSP market. CSP CIOs must work with the outsiders, startups and entrepreneurs that are offering these technologies to improve agility, perfo ...
Analyst(s): Peter Liu | Amol Nerlekar | Mounish Rai | Mike Edholm | Kosei Takiishi
... The attached slides compare more than 50 technology and service providers with overall average revenue growth of 13.7% YoY and an operating margin of 13.1% in 4Q21. Accenture, Infosys and Wipro grew significantly higher than average revenue growth and profitability among the extra-large providers. Gartner ...
... IT service management platforms help in workflow management, allowing enterprises to commission, build, automate, manage and deliver integrated IT services. Infrastructure and operations leaders can learn from the implementation experience of their peers shared on Gartner Peer Insights. Overview Peer ...
... Customer Service BPO: Drive CX Results Learn how to achieve better outcomes from your partnerships Without effective vendor management, 75% of outsourcing savings can disappear within 18 months. But by implementing thought partnership practices and effective customer service BPO management, you can maximize ...