... Employee worries over large scale layoffs are making them more likely to look for new work, potentially worsening attrition problems. Customer service and support leaders can use this research to learn how to manage this increased attrition risk. Gartner Research ...
Analyst(s): Melissa Fletcher
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... AI is driving data and analytics transformation, requiring service providers to mobilize to meet evolving competition amid changing market conditions and enterprise demands. Technology general managers can use this Market Opportunity Map for insights into the growth opportunities this presents. Overview ...
Analyst(s): Christopher Marshall | Kiyomi Yamada | Ben Fieselmann
... Access Research Already a Gartner client? To support effective commercial management of technology services, TEM services should deliver robust cost optimization, asset inventory and workflow automation capabilities. Sourcing, procurement and vendor management leaders must consider market dynamics and ...
Analyst(s): Katja Ruud | Danellie Young | Matt Baldino
... Access Insights Already a Gartner client? Worldwide public cloud services are forecast to grow 20.2% in current U.S. dollars (20.1% in constant currency) in 2023. Strong growth will continue throughout the forecast, with end-user spending exceeding $1.1 trillion U.S. dollars in 2027, a five-year CAGR ...
Analyst(s): Nicholas Carter | Arunasree Cheparthi | Amarendra . | Colleen Graham | Robin Schumacher | Shailendra Upadhyay
... function. By 2025, 60% of customer success programs will monetize their services to fund their programs. As organizations navigate economic uncertainty and the customer success function continues to grow in importance, customer service leaders must solidify the foundation of their customer success program ...
... D&A and AI services are converging as established vendors and new entrants compete in a rapidly growing market. For tech services leaders, differentiation and opportunities extend beyond technical capabilities as enterprises are forced to reassess their data environments and readiness to adapt. Overview ...
Analyst(s): Ben Fieselmann | Christopher Marshall | Chrissy Healey
... Cloud service providers vary dramatically in reliability and trustability. Gartner's three-tier model provides sourcing and vendor management leaders focused on security and risk management with a practical risk-based approach to the selection and continuous monitoring of public cloud services. Analysis ...
... Customer service and support supervisors face unique challenges that, if left unaddressed, can contribute to lost productivity, feelings of burnout and increased attrition. Use this research to learn about these challenges and how to take action against them. Overview Conclusion Gartner Recommended Reading ...
... Navigating unstructured value enhancement opportunities is a challenge without clear guidelines and predictable outcomes. Customer service and support leaders can learn from Autodesk’s value enhancement approach to identifying low-risk, high-reward opportunities and agent empowerment strategies. Case ...