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Announcement March 03 2020
... future strategy of service organizations — from self-service to improving the customer service rep experience,” said Lauren Villeneuve, senior principal in Gartner’s Customer Service & Support Practice. “Knowing which technologies to invest in and when is critical for customer service and support leaders ...
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Announcement January 19 2022
... robotic process automation and process mining. “Customer service and support leaders seeking to use AI to improve digital and self-service customer service should ensure they have sufficient, accurate and relevant data to support customer service insights and predictions use cases,” said Bern Elliot, distinguished ...
Research Jun 2025
... Access Insights Already a Gartner client? In 2Q25, business sentiment remains subdued as ongoing complexity and uncertainty prompt many organizations to pause or delay new investments. As a result, Gartner is moderating its infrastructure software spending forecast growth to 9.6% for 2025, down from 1 ...

Analyst(s):   Colin Fletcher   |   Brandon Medford   |   Shailendra Upadhyay   |   Arunasree Cheparthi   |   Varsha Mehta   |   Robin Schumacher   |   Sharat Menon   |   Arthur Villa   |   Amarendra .   |   Christian Canales   |   Kelli Smith   |   Nicholas Carter   |   Lisa Unden-Farboud   |   Saikat Ray
Research Sep 2025
... Access Insights Already a Gartner client? Infrastructure software spend is set to grow at an 11.2% CAGR in constant currency through 2029, driven by AI, data modernization, and cloud migration. Despite cautious near-term sentiment, budgets hold for mission-critical, productivity-accretive solutions; d ...

Analyst(s):   Amarendra .   |   Nicholas Carter   |   Christian Canales   |   Robin Schumacher   |   Lisa Unden-Farboud   |   Sharat Menon   |   Colin Fletcher   |   Arthur Villa   |   Saikat Ray   |   Shailendra Upadhyay   |   Brandon Medford   |   Varsha Mehta   |   Arunasree Cheparthi   |   Kelli Smith
Premium Research Jul 2025
... CEOs that win against larger competitors in the $552-billion generative AI solutions market will be those that invest in AI software customization services. Overview Strategic Planning Assumption Analysis Background and Context Gartner Recommended Reading Note 1: Disorderly Recession Note 2: GenAI Spend ...

Analyst(s):   Ron Burns   |   Patrick Stakenas
Premium Research Jun 2025
... research to find unique value made possible from combining a robust customer data strategy with AI agents that enhance the marketing, sales and customer service functions. Overview Strategic Planning Assumptions Analysis Gartner Recommended Reading Note 1: Reference — Table Stakes Benefits of a CRM Offering ...

Analyst(s):   Molly Beams   |   Julian Poulter
Research Jun 2025
... 2.7% in 2025 and experience a modest five-year CAGR of 0.6%. Business uncertainty and changing communication behaviors will create scrutiny of UC service extension, while office realignment initiatives will boost group video collaboration solution adoption. Overview Table of Contents List of Tables ...

Analyst(s):   Brian Doherty   |   Megan Fernandez   |   Ajit Patankar   |   Nitin Narang
Research Aug 2025
... of this transaction on the market and on Capgemini’s finance processes and technology offerings. Key Background Considerations for Technology and Service Selection Gartner Recommended Reading Gartner Research ...

Analyst(s):   Jan Ambergen
Research Sep 2025
... Access Research Already a Gartner client? AI and omnichannel trends are rapidly transforming workforce management. This insight guides service leaders on key market dynamics and essential WFM capabilities to consider when selecting solutions to meet evolving business needs. Overview Market Definition ...

Analyst(s):   Kathy Ross   |   Rupinder Chandhok   |   Jim Robinson
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