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Premium Research Mar 2026
... Gartner First Takes Fresh insights on emerging trends Arm’s expansion to directly design and sell server processor chips is disrupting the AI infrastructure ecosystem. The new Arm AGI CPU will drastically increase Arm’s TAM, threaten x86 competition, and bring risks as well as strategic options for se ...

Analyst(s):   Warren Peng   |   Jon Erensen   |   Daniel Bowers   |   Gaurav Gupta
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Premium Research Feb 2026
... Gartner First Takes Fresh insights on emerging trends Palo Alto Networks’ intended acquisition of Koi addresses demand from buyers to manage the risk of user-installed nonbinary software on endpoints, which has reached unacceptable levels with locally installed agents, assistants, plug-ins, models and ...

Analyst(s):   Marissa Schmidt   |   Neil MacDonald   |   Mohini Dukes
Announcement January 26 2026
... Gartner for Customer Service & Support Leaders The customer service and support function is vital to maintaining customer loyalty and influencing brand perceptions. Gartner for Customer Service & Support Leaders provides indispensable insights, advice and tools needed to achieve service and support leaders ...
Premium Research Nov 2025
... Physical AI is accelerating the ongoing AI race and bridging the gap between the digital and real worlds. This Impact Radar empowers product leaders to spot high-impact and emerging opportunities and outlines a technology adoption roadmap to remain relevant and competitive in the physical AI landsca ...

Analyst(s):   Gaurav Gupta   |   Rajeev Rajput   |   Sanya Garg   |   Roberta Cozza   |   Kanishka Chauhan   |   Alizeh Khare   |   Stacey Yin   |   Rithvik Kumar   |   Himanshu Kumar Ojha   |   Guy Robertson   |   Ethan Cai
Webinar On-Demand
... s accountability-focused, holistic approach and how Intel integrates technical debt evaluation into the technology lifecycle. Both companies foster shared ownership through education, open forums, and incentives, ensuring everyone understands the impact and their role. Return to this web page to watch ...

Analyst(s):   Katy Weber   |   Sanchi Bhat
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 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
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
Research Apr 2019
... Introduction Analysis Step 1. Define Your Self-Service Strategy and Tactics Step 2. Discover and Enrich Customer Journeys Step 3. Select and Prioritize Customer Engagement Channels Step 4. Architect Your Self-Service Strategy Within the CEH Step 5. Measure Self-Service Engagements Gartner Recommended Reading ...

Analyst(s):   Nadine LeBlanc   |   Anthony Mullen   |   Brian Manusama
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