... designing an optimal service channel strategy; measuring and reducing customer effort; and how to hire, develop and retain high-potential frontline talent. Follow news and update from the Gartner Customer Service & Support Practice on X and LinkedIn using #GartnerCSS. Members of the media can find additional ...
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... frameworks for oversight, including policies for data privacy, risk and compliance, to ensure AI agents operate safely and ethically. Upskill finance talent: Invest in developing critical thinking, data literacy and change management skills, so finance teams can effectively leverage and oversee AI solutions ...
... AI value creation. The focus should be on process redesign and business model shifts.” “Organizations are already in a talent‑debt situation. 2026 has begun with a mortgage on talent due to massive 2025 layoffs.” “A paradigm shift from employee empowerment to process redesign and work integration is the ...
... on required capabilities.” “To capture and sustain value, organizations and workforces need to be ready. This requires transforming talent through hiring restraints, talent and value remixing, and developing critical skills like context engineering.” “Government organizations must build the flexibility ...
... buyer confidence. Insight No. 3: Security is a top priority for healthcare organizations The growing adoption of telemedicine and remote patient monitoring tools have raised security concerns amid cyberattacks and data privacy issues. For these reasons, security is a huge consideration for healthcare ...
... and nurturing processes. Here are some good places to start: Set aside a few hours per week for managers to spend with sales reps. Introduce call monitoring (managers listen in on a few sales calls for each rep) to identify possible mistakes. Coach sales reps who spend too much time on non-customer-facing ...
... needle the way you wanted. Your campaign may be driven by a particular goal or based on a specific budget. Both types of campaigns require careful monitoring of metrics to understand success. Goal-focused The success of these campaigns is tied to a specific metric, such as cost-per-acquisition (CPA) or ...
... organization 01 Infrastructure and Operations Develop a strong understanding of I&O technology trends and practices across cloud, edge,automation, monitoring and digital workplace. 02 Midsize Enterprise Evaluate technologies your midsize enterprise peers are adopting to optimize business outcome and reduce ...
... conditions rather than automation alone. As organizations encounter the limits of AI and rising customer expectations, they will need to reinvest in human talent to sustain service quality and growth.” Emily Potosky, Senior Director, Research in the Gartner Customer Service & Support practice, added, “AI simply ...