... Customer service and support leaders struggle to influence strategy across the enterprise. By sharing VoC insights captured by their team, leaders can demonstrate the value of their function, influence the decision making of other functions, and turn customer service into a VoC intelligence hub. Overview ...
Analyst(s): Brian Weber | Daniel O'Sullivan | Christopher Sladdin | Deborah Alvord
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... element. The largest share of NEDs — 71% — say investments in new products and services will deliver the most shareholder value in the next two years, while 63% say mergers and acquisitions will be key. Technology plays a growing role in both areas. In the case of product and service investments, technology ...
... Access Research Already a Gartner client? Service and support leaders need supervisors to provide high-impact coaching for customer service reps handling complex interactions. To unlock reps’ potential, customer service and support leaders must upskill supervisors to shift from metric-focused to personalized ...
... Management Consulting , RSM Industry Professional Services Revenue $10B Employees 23,000 Learn more about Gartner products for high tech leaders Related Gartner resources How Gartner Works With Tech Services Practice Leaders Top 3 Strategic Priorities for Tech Services Leaders Stay Smart, Move Fast with AI Use ...
... Remove Product Legacy Features to Reduce Complexity Revisit your products to ensure that legacy features do not take away from the customer experience. Analyst: Clifton Gilley B2B products often begin as specific solutions to specific problems for a specific target user. Over time, expansion of that va ...
... Business-Centric Services in a Service Portfolio Distinguish the Separate Process and Service Domains Using a Process-to-Service Map Document the Workflow Relationship Between the IT Processes Required to Deliver Each Service in a Process-to-Service Workflow Establish Process Owner and Service Owner Roles ...
... recommend a product, people are more likely to try it. The key to successful SaaS influencer marketing is identifying the right influencer for your brand: micro-influencers with a niche following or macro-influencers with a wider reach. As long as they influence your target audience, they can be valuable in ...
... leaders do not fully understand the resource-intensive prerequisites that are essential to a successful generative AI deployment in service and support. Customer service and support leaders can use this rubric to determine their readiness for one or more GenAI use cases. When to Use Directions for Use ...
Analyst(s): Kim Hedlin | Patrick Quinlan | Daniel O'Sullivan | Christopher Sladdin
... Research Already a Gartner client? Customer service and support leaders understand the potential cost savings of self-service channels but struggle to create a comprehensive self-service strategy. This research details the key principles of a self-service-dominant service organization. Overview Introduction ...