Four Imperatives That Customer Service and Support Leaders Must Address to Deliver Digital Customer Service

• Gartner Identifies Four Imperatives That Customer Service and Support Leaders Must Address to Deliver Digital Customer Service in 2019 • Digital Technologies and Growing Customer Expectations Mean Service Leaders Must Get the Digital Experience Right, According to Gartner Emerging digital trends are top of mind for customer service and…

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Gartner Predicts Increased Adoption of Mobile-Centric Biometric Authentication and SaaS-Delivered IAM

• By 2022, Gartner, Inc. predicts that 70 percent of organizations using biometric authentication for workforce access will implement it via smartphone apps, regardless of the endpoint device being used. In 2018, this figure was fewer than 5 percent. • Lower costs and improved user experience/customer experience (UX/CX) are fueling this increasing…

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Government CIOs to Focus Technology Investments on Data Analytics and Cybersecurity in 2019 : Gartner

Data analytics and cybersecurity pushed cloud out of the top spot for increased technology investment by government CIOs in 2019, according to a survey from Gartner, Inc. This increased focus on data reflects CIOs’ acknowledgment that artificial intelligence (AI) and data analytics will be the top “game-changing” technologies for government…

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70 Percent of Organizations Will Integrate AI to Assist Employees’ Productivity by 2021

Artificial intelligence (AI) is increasingly making its way into the workplace, with Virtual Personal Assistants (VPAs) and other forms of chatbots now augmenting human performance in many organizations. Gartner, Inc. predicts that, by 2021, 70 percent of organizations will assist their employees’ productivity by integrating AI in the workplace. This development will…

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Gartner Reveals Six Predictions to Guide Marketing Leaders Through Uncertain Times Ahead

• Gartner Says Marketing Strategies Are at Risk Due to Changes in Consumer Behaviors and Technology Innovation Shifting consumer behaviors, mounting regulatory pressures, organizational shifts and disruptive automation combine to pose a real and destabilizing threat to many marketing leaders and their strategies for the years ahead, according to Gartner…

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