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eBook July 17 2019
... How to Build a Successful Budgeting Framework for Your Customer Service & Support Strategic Plan Don’t kick-start your 2020 strategic plan without this step-by-step guide Do you know what capabilities are most critical for your strategy execution? Are you allocating resources, budget and capacity to ...
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... Mission-critical priority Driving Old Mutual’s HR transformation, updating its core human capital management system and building a succession plan with the board. How Gartner helped Gartner provided best practice insights, benchmarks and toolkits for driving HR transformation, negotiating improved vend ...
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 ...
Premium Research Sep 2024
... While crowded and mature, the custom software development services market is growing at an 8.9% CAGR and will exceed $283 billion by 2028. This research helps tech services leaders grow their share of the CSDS market by giving them four steps to size the market opportunity for their firms. Overview ...

Analyst(s):   Ankit Singh   |   Danny Ryan
Premium Research Nov 2023
... Customer service and support technology leaders are moving quickly to evaluate and implement generative AI use cases. But moving too fast comes with risk. Overcome the three main pitfalls to increase your chance of success. Overview Introduction Analysis Gartner Recommended Reading Gartner Insights Abstract ...

Analyst(s):   David Norrie
Premium Research Mar 2025
... on a reduction in spending, product leaders must prepare for opportunities to transform in the future as a byproduct of the EOs. Opportunities for services within the U.S. federal government will continue to unfold after cost reductions. Overview Analysis Contributors Gartner Recommended Reading Gartner ...

Analyst(s):   Tech Services Leaders Research Team   |   Bryan Haley
Premium Research Dec 2024
... Customer service leaders have struggled to shift phone interactions to digital channels. The advent of generative AI, capable of facilitating seamless voice interactions, is encouraging leaders to reevaluate their strategies. However, this technology also poses a risk of increased fraud. Overview Strategic ...

Analyst(s):   Kim Hedlin   |   Christopher Sladdin   |   Jason Bridge   |   Brad Fager   |   Patrick Quinlan   |   Emily Potosky
... Exposure Assessment, Deepfake Detection and AI in Cyber-Physical Systems Security. Services Features the current frontrunners in AI TRiSM Services, AI Services Platforms, Intelligent Operations Services and Physical AI Services. How top digital marketers are using this tool Gartner is uniquely powered by ...
Research Feb 2021
... AI can greatly enhance customer service operations in a multitude of ways. This infographic identifies 18 use cases for leveraging AI within customer service operations. Application leaders can use it as a starting point to prioritize opportunities. About This Research Recommended by the Authors Gartner ...

Analyst(s):   Bern Elliot   |   Brian Manusama
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