... Already a Gartner client? Just stopping by? Organizations’ reactive service approach results in high-effort customer experiences, limiting self-service effectiveness and profitability. Customer service and support leaders must transform service experiences with dynamic customer engagement to enable proactive ...
Analyst(s): John Quaglietta
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... Access Research Already a Gartner client? Outsourcing partnerships and services can stagnate without competition and collaboration. Customer service and support leaders can use this research to learn how to use the challenger versus champion model to foster competition, increase collaboration and drive ...
... Already a Gartner client? Despite substantial investments in self-service capabilities, 36% of customers say the phone is the primary channel used in their service interactions. Customer service and support leaders aiming to boost self-service adoption should incorporate IVR or AI voice bots into their digital ...
Analyst(s): John Quaglietta | Ian Elliott | Rupinder Chandhok
... can compare vendors in the IT Services for Communication Service Providers Magic Quadrant and Critical Capabilities research. This Excel tool enables a visual dual-vendor comparison for telecom IT services use-case fit. Gartner-defined or user-defined telecom IT services use cases are possible. When to ...
... As customers turn to third-party generative AI tools to resolve service queries, customer service and support leaders can expect a decline in first-party service volumes and a reset of customers’ service expectations. This research provides guidance on how to respond to this evolving trend. Overview ...
Analyst(s): Emily Potosky | Daniel O'Sullivan | Christopher Sladdin
... Research Already a Gartner client? Many customers go straight to an agent for service, undermining the value of self-service investments. To increase adoption, customer service and support leaders can deploy a differentiated self-service strategy that accounts for the unique motivations and mindsets of different ...
Analyst(s): Keith McIntosh | John Quaglietta | Eric Keller
... enhancement enables customer service and support leaders to drive greater customer loyalty, but rollouts lack scale. This document provides a roadmap for proving the impact of initial deployments, embedding the right mindset and scaling the strategy through assisted and self-service channels. Overview Introduction ...
Analyst(s): Jonathan Schmidt | Rupinder Chandhok | Christopher Sladdin
... Customer service and support leaders often view any changes to improve AI-enabled IVR self-service as an expensive undertaking. This infographic uncovers five low-cost solutions to improve AI-enabled IVR self-service and optimize ROI. Overview Gartner Recommended Reading Gartner Insights Abstract ...
... testing and maintenance. To unlock full value, software leaders must shift from isolated automation to strategic integration. That means connecting micro-efficiencies to business outcomes and using AI to amplify developer creativity, not just speed up delivery. Link efficiency to business outcomes AI ...