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Article May 16 2025
... to outcomes that matter. The most-used metric categories include: Transactional: sales, revenue, conversion rates Competitive: market share, voice share, wallet share Engagement: social interactions, email open rates, click-throughs Perceptual: customer satisfaction, Net Promoter Score, customer effort ...
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Premium Research Apr 2025
... Cost optimized supply and reliable service delivery are job No. 1 for all CSCOs. Avoid missteps by identifying resource and performance gaps across functions and initiatives. Use this research to assess the value of in-flight initiatives while ensuring stable and resilient supply chain performance. ...

Analyst(s):   Akanksha Pandey   |   Michael Dominy
Premium Research May 2025
... Financial service leaders in retail banking must remain ahead of shifting customer behaviors and preferences in today’s economically volatile environment. Leaders can use this research on customer channel usage, attitudes toward generative AI, financial health and switching to maximize customer retention ...

Analyst(s):   Kristy Waterhouse
Premium Research May 2025
... Heads of I&O must prepare for skill shortages, digital demands, technical debt, emerging technology like AI and ever-increasing calls for faster service delivery. This research helps you advance I&O function performance through smart changes in two critical areas: team competencies and agility. Action ...

Analyst(s):   Ron Blair   |   Ryan Shows   |   Roger Williams
Premium Research Jun 2025
... CIOs are ramping up generative AI deployment but are finding it difficult to demonstrate quantifiable gains. Investment services CIOs can use these insights on generative AI rollouts and subsequent productivity boosts to benchmark their own efforts and identify opportunities for improvement. Overview ...

Analyst(s):   Priyanka Shukla   |   Chuck Thomas
Premium Research Jul 2025
... legacy billing. CIOs who ignore modern customer platforms risk irrelevance. They must lead real-time, customer-first innovation to enable energy-as-a-service and behind-the-meter solutions that unlock new revenue. Strategic Planning Assumption Analysis Next Steps Gartner Recommended Reading Gartner Research ...

Analyst(s):   Lauren Wheatley   |   Lloyd Jones
Premium Research Jun 2025
... intelligent front door replaces customers’ pick-your-own-path experiences with a unified, conversational experience powered by AI and analytics. Customer service and support leaders overseeing customer engagement can use this research to implement IFD via a phased approach. Overview Introduction Analysis Gartner ...

Analyst(s):   John Quaglietta   |   Jennifer MacIntosh
Premium Research Aug 2025
... Heads of I&O must be deliberate and concise about adopting multicloud strategies to effectively manage multiple clouds and on-premises services. Heads of I&O can use this deck to create and present effective multicloud and hybrid cloud strategies for their function. Gartner Recommended Reading Gartner ...

Analyst(s):   Ashish Banerjee   |   Sanchi Bhat   |   Ajeeta Malhotra
Premium Research Apr 2025
... Emerging technologies, modernization and improving data quality efforts, coupled with external disruptions, are reshaping technology and service adoption. This research helps product leaders assess these trends across 10 different vertical industries and devise strategies to enable growth. Overview ...

Analyst(s):   Daniel Snyder   |   Hanna Karki   |   Veronica Walk   |   Scot Kim   |   Ellen Eichhorn   |   Chris Regan   |   Amol Nerlekar   |   Simon Cushing   |   Nicole Foust   |   Chuck Thomas   |   Sruthi Nair   |   James Ingham   |   Laurie Shotton
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