... has come into effect with wide-reaching implications for any organization whose AI is used in the European Union, whether intended or not. Customer service and support leaders, as some of the most active deployers of AI, must understand the regulations and act now to ensure compliance. Overview Introduction ...
Analyst(s): Christopher Sladdin | Francesco Vicchi | Daniel O'Sullivan
Get more from Gartner
Interested in receiving proven business and technology insights, analyst guidance, benchmarks, diagnostics and more? Connect with a Gartner representative to learn more about becoming a Gartner client.
... Communication service providers are progressing from AI chatbots and knowledge assistants to agentic AI automation to boost efficiency, performance and scalability outcomes. AI-focused vendors must demonstrate business value, not just technical prowess, to succeed in enabling outcomes that address communication ...
... decision framework to select the right mediation technologies, among enterprise gateway, lightweight gateway, ingress gateway, and service mesh, for their multigrained services and APIs for deterministic applications and AI agents. Overview Decision Point Question Decision Overview Decision Tool Principles ...
... Access Insights Already a Gartner client? Communications, media and services industries remain a primary driver of vertical market growth, supported by hyperscaler and service provider investments in AI-optimized servers and GenAI adoption. A strong focus on expanding AI capacity is expected to offset ...
Analyst(s): Scot Kim | Debbie Buckland | Jeff Casey | Jonathan Rivera | Simon Cushing | James Ingham | Marc Halpern | Gregor Petri | Shivani Palepu | Nicole Foust | Peter Kjeldsen | Rishi Sood | Marlena Brown | Inna Agamirzian | Sruthi Nair | Pankaj Verma | Jonathan Davenport | Hanna Karki
... Access Insights Already a Gartner client? Service providers that reuse cloud or centralized AI operating models for edge AI will fail to scale, driving fragmentation, increasing costs, and creating unacceptable risk. To industrialize edge AI delivery, tech service leaders must adopt edge-native operating ...
... Access Insights Already a Gartner client? At its core, customer service is built on conversations, and we’ve trained those conversations to orbit around problems. Value-centered service breaks this paradigm, shifting dialogue toward progress and outcomes, where real value is created and customer loyalty ...
... GenAI customer service investments often yield disappointing ROI because they are not aligned with customer behaviors. Based on the 2026 State of the Customer Survey, this research helps service leaders align their AI strategy and business case with customer expectations and usage trends. Insights at ...
... ’s Solvinity acquisition shows that control over critical technology and services can override commercial agreements. They should immediately assess dependencies, vendor ownership exposure, and exit readiness in critical services. Overview Analysis Gartner Recommended Reading Evolving Insights History ...
... AI enablement through cloud-based CRM is driving automation, improved service delivery and personalization for government constituent engagement and services. Government CIOs should use this research to improve their understanding of the cloud-based CRM market and drive their investment decisions. Insights ...
Analyst(s): Daniel Nieto | Roland Rivera | Robert Stoneman | Dean Lacheca