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Research Jun 2024
... Already a Gartner client? GenAI opens new revenue opportunities for service providers offering system integration services that support customer support platforms and processes. Service providers must continue to plan on delivering GenAI services to stay competitive. Overview Analysis Product or Portfolio Overview ...

Analyst(s):   Jouni Forsman   |   Megan Fernandez   |   Ajit Patankar   |   Daniel O'Connell
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Research Sep 2020
... The CSP-OT market reached $159.6 billion in 2019. Network infrastructure, software and services segments accounted for approximately a 50%, 10% and 40% share, respectively. Telecom technology and service providers will note that the top three vendors generated nearly 50% of the total market revenue. ...

Analyst(s):   Michael Porowski   |   Kosei Takiishi   |   Jouni Forsman   |   Supradip Baul   |   Peter Liu   |   Amresh Nandan   |   Sylvain Fabre
Research Jan 2021
... Access Insights Already a Gartner client? The $22.9 billion CRM customer service and support software market will grow at a five-year compound annual growth rate of 10.3% in U.S. dollars through 2024. Technology and service providers can use this document to understand the drivers of this market’s revenue ...

Analyst(s):   Julian Poulter   |   Hai Swinehart   |   Neha Gupta   |   Yanna Dharmasthira
Complimentary Research August 23 2024
... Reimagine Customer Demand for Service and Support Uncover three key pillars to improve customer retention, growth and advocacy. Conventional wisdom tells us that customers need service and support, but do they really? For decades, the service and support function has primarily focused on managing existing ...
Research Mar 2026
... industrial metaverse enters in an era of reality, clinging to proprietary, closed-loop industrial software will guarantee irrelevance and lost market share. Product leaders must urgently abandon silos and embrace open API ecosystems and newer business models or risk being left behind in the new industrial ...

Analyst(s):   Kanishka Chauhan
Research Feb 2026
... avoid the AI productivity trap by anchoring every initiative to a specific business outcome. Redesign the workflow with a cross‑functional team and use shared OKRs to keep everyone aligned on delivering measurable impact rather than isolated AI activity. Insights at a Glance Impact Brief Actions Cautions ...

Analyst(s):   Eyad Tachwali   |   Kyle Owen
Research Mar 2026
... comprehensively and objectively measure potential risk impact. Follow these practical steps to develop scenario-based financial risk impact estimates that can be shared across the organization. Insights at a Glance Impact Brief Actions Cautions How to Execute Success Measures Gartner Recommended Reading Gartner Insights ...

Analyst(s):   Tyler Smith   |   Justin Galentine
Research Mar 2026
... Access Insights Already a Gartner client? Static, shared, long-lived credentials, such as passwords and API keys, remain pervasive but are a leading cause of security compromise. Cybersecurity leaders should reduce reliance on static secrets by prioritizing secretless, managed workload identities and ...

Analyst(s):   Steve Wessels   |   Michael Kelley   |   Paul Mezzera
Premium Research Dec 2022
... This presentation deck looks at the top four sustainability trends that will create new market opportunities and impact the competitiveness of the IT services market. Gartner Insights Abstract ...

Analyst(s):   Lai-ling Lam   |   Misako Sawai
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