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Premium Research Jun 2024
... Customer service and support leaders assist enterprisewide customer centricity, but struggle to turn it into actionable strategies. This research offers a new function-specific definition and approach, focused on minimizing service demand while enhancing customer experiences. Overview Introduction Analysis ...

Analyst(s):   Daniel O'Sullivan   |   Jason Barberio
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Premium Research Aug 2024
... Organizations that clarify scope expectations and define outcomes and deliverables in agreeing IT services SOWs will generate better service results. Sourcing, procurement and vendor management leaders can use the five ARMED criteria to strengthen these agreements. Overview Introduction Analysis Gartner ...

Analyst(s):   Christopher Wiles   |   Sundar Viswanathan
Research Jun 2020
... management consultancies, enterprise architecture and technology innovation leaders must offer stakeholders a portfolio of services. Here, we outline best practices to create EA services, tell stories to vet them and identify metrics to demonstrate success. Gartner Insights Abstract ...

Analyst(s):   Philip Allega
Premium Research Oct 2024
... The divide between winners and losers leveraging GenAI capabilities will widen over the next 12 to 18 months, driven as much by execution ability as opportunity identification. Product leaders must leverage emerging GenAI tools and platforms to maintain leadership. Overview Strategic Planning Assumpti ...

Analyst(s):   George Brocklehurst   |   Ray Valdes
Premium Research Feb 2024
... prioritize business outcomes, buying experiences and cloud consumption models when buying communication services. CSPs product leaders should use this trend analysis to drive growth by offering services through platforms, improving buyer and partner experiences, and focusing on outcomes. Overview What You ...

Analyst(s):   Pulkit Pandey   |   Kameron Chao   |   Jouni Forsman   |   Pablo Arriandiaga   |   Mounish Rai   |   Khurram Shahzad   |   Ajit Patankar   |   Gaspar Valdivia   |   Lisa Unden-Farboud   |   Daniel O'Connell   |   Sylvain Fabre   |   Gregor Petri   |   Megan Fernandez   |   Susan Welsh de Grimaldo   |   Jon Dressel
Premium Research Mar 2024
... revenue growth in IT services means mobilizing your organization to compete effectively in ever-changing market conditions and enterprise demands. Technology general managers can use this research to gain insight into a range of opportunities in the Asia/Pacific region’s IT services market. Gartner Research ...

Analyst(s):   Katie Gove   |   Kiyomi Yamada
Premium Research Jul 2024
... How should service implement customer-facing Generative AI? Do we need to be transparent with customers that they’re interacting with a bot? What are the prerequisites? Customer service and support leaders can learn from the experiences of 150 peers, their strategies, and key considerations. Gartner ...

Analyst(s):   Kim Hedlin   |   Patrick Quinlan   |   Christopher Sladdin   |   Daniel O'Sullivan
Premium Research Jul 2024
... PMO leaders face the challenge of optimizing their PMO services and identity to meet their organizations’ evolving needs. This research offers guidance on how to update the PMO’s mandate and define the services needed to support organizational priorities and transformation goals. Overview Introduction ...

Analyst(s):   Peter Clegg   |   Rachel Longhurst
Premium Research Dec 2024
... AI is revolutionizing customer service, prompting leaders to find the best collaboration between human agents and technology. Customer service leaders can use this infographic to explore four future roles for agents and align human-AI capabilities with strategic goals. Overview Contributors Gartner Recommended ...

Analyst(s):   Kathy Ross   |   Karan Anand   |   Jonathan Schmidt
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