... Salesforce designs personalized and proactive self-service journeys based on its analysis of customers’ needs, actions and goals. Customer service and support leaders can use the lessons from this case study to increase self-service resolution and improve the digital experience. Case Overview Problem ...
Analyst(s): Olivia Foster | Emily Potosky | Eric Keller
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... Service journeys are complicated — they’re often inefficient, costly and deliver poor CX. Join us as we explore how service and support leaders can regain control over the service journey, transforming journey management from reactive analysis and mapping into proactive orchestration and design. About ...
Analyst(s): Daniel O'Sullivan | Christopher Sladdin
... the most common KPIs globally but fails to provide actionable insight for customer service. This research recaps its shortcomings in assessing customer service experience, what metrics are more helpful for customer service and support leaders, and how to use NPS if it must be measured. Overview Introduction ...
... Self-service is a critical component of customer service and support leaders’ strategies, and leaders must orchestrate a wide range of capabilities to deliver successful resolution. This research enables you to compare your self-service capabilities in three critical areas with those of your peers. ...
Analyst(s): Jennifer MacIntosh | J.J. Moncus | Michael Rendelman | John Quaglietta
... Many IT service providers must still find a way out of their growth stalls. This webinar will help offering managers, responsible for portfolio growth, to understand how they can use SaaS management to improve their IT services footprint and expand into the digital technology and business service market ...
... The digital product engineering services market is growing at a 10.4% CAGR, but most providers lack the expertise in physical-digital convergence to capitalize on this opportunity. We provide two critical steps for tech services leaders to create a growth strategy by closing these capability gaps. Overview ...
... client? Today’s service experience is a “choose your own adventure,” putting the customer in a difficult position of having to navigate a myriad of channels and information to find an answer. Customer service and support leaders should build an intelligent front door to guide the service experience. Overview ...
... Digital business consulting and implementation services help enterprises navigate a successful shift to digital business. Sourcing, procurement and vendor management leaders responsible for digital services can use this research to understand the market, services and providers. Market Definition Market Description ...
Analyst(s): Jouni Forsman | Katie Gove | Frances Karamouzis | Allan Wilkins | Brendan Williams | Chrissy Healey
... planning solutions enable companies to manage and share planning data across their supply chain, supporting demand forecasting to execution-level planning. This note guides supply chain technology leaders to learn from ratings and reviews by their peers shared on Gartner Peer Insights. Gartner Recommended ...