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Research Mar 2021
... Gartner client? The integrated CIPS market is defined as a full-featured platform where IaaS and PaaS capabilities are offered as integrated cloud services. Strong demand for these offerings will drive fierce competition among the hyperscale cloud providers as organizations seek to realize new digital ...

Analyst(s):   Colleen Graham   |   Ed Anderson
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Research January 27 2026
... Case Study from PharmaLedger Association Lack of trust and unwillingness to share data among partners can be debilitating to the success of the supply chain ecosystem. In a recent Gartner survey, wariness about data sharing and data privacy was identified as the top external barrier to achieving supply ...
Research January 29 2026
... 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 ...
Research Jun 2026
... solutions’ next roadmaps will determine the fate of products. Product managers must quickly identify which use cases to target in order to capture their share of this emerging market before it’s too late. Overview Strategic Planning Assumption(s) Analysis Product or Portfolio Overview How Airia Competes Product ...

Analyst(s):   Brandon Medford
Premium Research Aug 2024
... This document details methodologies, segmentation taxonomy, definitions and research metrics used in Gartner’s regularly published CTS market share and quarterly forecast statistics reports. What You Need to Know Introduction Notable Changes Market Methodology High-Level Definitions and Segmentation ...

Analyst(s):   Deborah Neitz Daily   |   Jouni Forsman   |   Kosei Takiishi   |   Peter Liu   |   Susan Welsh de Grimaldo   |   Peter Kjeldsen   |   Amresh Nandan   |   Sylvain Fabre
Research May 2019
... basis of future customer service and support technologies. Application leaders supporting customer service must establish a five-year roadmap to deliver the effortless customer service experiences of the future. Analysis Increasing Variety of Complex Yet Overlapping Customer Service and Support Technologies ...

Analyst(s):   Nadine LeBlanc   |   Olive Huang   |   Steve Blood   |   Drew Kraus   |   Jim Davies   |   Jim Robinson   |   Brian Manusama   |   Simon Harrison
Premium Research Feb 2023
... Roadmap empowers CRM leaders to meet operational goals and strategic ambition through value-enhanced self-service and assisted service experiences. The eight building blocks of customer service and support provide a framework to define and articulate technology strategy. Overview Introduction Future ...

Analyst(s):   Jim Robinson   |   Drew Kraus   |   Steve Blood   |   Pri Rathnayake   |   David Norrie   |   Bern Elliot   |   Daniel O'Sullivan   |   Wynn White
Research Nov 2025
... Access Insights Already a Gartner client? End-user spending in CRM will grow through 2029 at a constant currency CAGR of 14.4%, driven in part by generative and agentic AI. Providers in each CRM market should focus on tangible AI outcomes for their investments, including references, ROI examples, and ...

Analyst(s):   Kanchi Bindal   |   Julian Poulter   |   Roland Johnson   |   Amarendra .
Research Nov 2025
... Access Insights Already a Gartner client? Product managers can enhance market success by collaborating with analyst relations to leverage strategic insights. This partnership helps identify growth opportunities and align product strategies with market needs, ensuring informed decision making and compe ...

Analyst(s):   Lindsay McKinney   |   Chris Meering   |   John Field
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