... Access Insights Already a Gartner client? Product managers should review Gartner’s 3Q20 forecast to identify growth areas in CSP-OT. Total worldwide spend on CSP-OT will grow 0.5% to $189 billion in 2020. Investment in 5G network infrastructure will increase to $9.3 billion in 2020, which represents 1 ...
Analyst(s): Jouni Forsman | Peter Liu | Michael Porowski | Amresh Nandan | Kosei Takiishi | Sylvain Fabre
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... customers and reps. Fifty-nine percent of service organizations say that delivering a seamless customer journey is one of their top 3 priorities yet service leaders have not invested in the key program capabilities needed to do so across multiple channels. Service leaders must evaluate their current capabilities ...
... Deciding which service activities to keep in-house and outsource can be complex due to the potential negative impact on CX outcomes. This tool contains a decision framework that customer service and support leaders should use to assess the CX impact and outsourcing effort for different activities. Gartner ...
... Newton, Vittorio D’Orazio, Fabio Chesini, Ali Merji, Peter Delano, Joanne Pollitt, Nicole Sturgill, Darrin Courtney, Jason Malo Banking and investment services (BIS) leaders in both business and IT are unanimous in their conviction that the status quo for this industry is unsustainable and that “something ...
... Access Research Already a Gartner client? Just stopping by? Real-time location of people and critical assets is now required for safety, compliance and cost optimization. Infrastructure and operations leaders should assess vendors based on their ability to meet multiple indoor location opportunities an ...
Analyst(s): Tim Zimmerman | Annette Zimmermann | Nick Jones
... Access Research Already a Gartner client? Many enterprises have incorporated sustainability metrics in their IT sourcing strategies and seek partners that differentiate their offerings to meet these requirements. Sourcing, procurement and vendor management leaders can use this research to identify pro ...
... Access Research Already a Gartner client? Worldwide CTS spending will decrease by 0.8% in 2024 to 208 billion U.S. dollars, with an expected five-year CAGR of 2.2% through 2028. Overview Forecast Data Summary Forecast Model Summary Influencing Factors and Assumptions Gartner Recommended Reading (Require) Ga ...
Analyst(s): Peter Liu | Enrique Hernandez-Valencia | Deborah Neitz Daily | Sylvain Fabre | Amresh Nandan | Kosei Takiishi | Chad Eschinger | Peter Kjeldsen | Jouni Forsman
... Vendors from the CCaaS, CPaaS, DCS and CRM-CEC markets are entering each others’ domains and competing to deliver offerings that enable conversational customer experiences across channels and use cases. Chief product officers in each individual market must pursue unique strategies to succeed. Overvie ...
Analyst(s): Lisa Unden-Farboud | Megan Fernandez | Brian Doherty | Alexandre Oddos | Ajit Patankar