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Research Jul 2024
... Driven by complexity and constant change, IT services remain highly focused on automation, acceleration and cloud adoption. Sourcing, procurement and vendor management leaders should use this Hype Cycle to assess the maturity of emerging managed IT services when planning their sourcing strategy. Strategic ...

Analyst(s):   Jess Aggio   |   Danellie Young
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Podcast July 04 2024
... team and career in the digital era. Join us to get your competitive advantage. Thank you for listening to Gartner ThinkCast. Please rate, review and share with your colleagues. Apple Podcasts Google Podcasts Spotify Stitcher All content on Gartner ThinkCast is owned by Gartner and cannot be repurposed ...
Research Oct 2024
... Access Research Already a Gartner client? Service and support leaders often seek partners to enhance operations. In the context of GenAI advancements and rising expectations for better customer experience at lower costs, this guide helps leaders understand and leverage their outsourcing relationships ...

Analyst(s):   Brady Holbrook   |   Brian Weber   |   Deborah Alvord   |   Rupinder Chandhok
Premium Research Sep 2024
... Organizations are improving field service profitability by using AI in work planning and workforce optimization. Customer service technology leaders concerned about disruption can use this research to evaluate their organization’s scheduling maturity, and take the next steps to execute their vision. ...

Analyst(s):   Jim Robinson
Webinar On-Demand
... technologies like generative AI (GenAI) can generate new technologies, augment or cannibalize existing tech. Tech and service providers must anticipate the impact of GenAI on products and services, and time their investment strategy accordingly. Those who do not act will risk shrinking growth or revenue decline ...

Analyst(s):   Danielle Casey   |   Julian Poulter   |   Errol Rasit
Announcement September 27 2022
... disruptions, CSCOs must also pay close attention to micro disruptions, such as new entrants to the market, emerging technologies and internal organizational changes.” Gartner suggests three actions for CSCOs to be prepared for upcoming macro and micro risk events. Understand the Organization’s Risk Appetite ...
Research Dec 2020
... Customer service will be revamped to include “huddle groups,” which will initiate more proactive outbound interactions through messaging platforms. As a result, customer service will likely become a profit center. Application leaders must investigate how to realize this future in their organization. ...

Analyst(s):   Brian Manusama
... the Strengthening Supply Chain Performance Improvement Initiatives research to learn how Gartner Supply Chain Benchmarking is different from similar services. This research outlines how our 2,500+ supply chain leader clients use custom benchmark data & analysis to initiate and sustain performance improvement ...
Premium Research Jun 2024
... Improving customer engagement, empowering insightful data-driven decisions and creating content with GenAI are the key areas where AI services are making significant impact. Services leaders should prioritize these use cases, while also developing GenAI capabilities for emerging opportunities. Overview Strategic ...

Analyst(s):   Aakanksha Bansal   |   Vibha Chitkara   |   Nick Ingelbrecht   |   Akhil Singh   |   Annette Zimmermann
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