Tag: gartner

4 ways generative AI expedited the future of customer service

In the world of customer service, GenAI stands as a revolutionary force, reshaping how organisations engage with their customers. Since the introduction of ChatGPT by OpenAI in November 2022, the pace of change has been astonishing. This article explores four...

HR leaders explore generative AI to boost productivity and efficiency

A recent Gartner survey of 105 HR leaders highlighted the growing interest in generative AI within human resources, though widespread adoption remains in its early stages. The findings reveal that only 5% of HR leaders have fully implemented generative AI...

AI assistants will replace 25% of mobile app usage by 2027

According to Gartner, mobile app usage is expected to decrease by 25% by 2027, driven by the rise of AI assistants such as Apple Intelligence, ChatGPT, Google Gemini, and Meta AI. Smartphone users increasingly rely on these intelligent agents to...

Consumers are turning away from dynamic pricing and seeking price consistency

A recent survey by Gartner shows that 68% of consumers feel that brands exploit them using dynamic pricing strategies. These pricing tactics have fuelled distrust, with 80% of respondents saying consistent pricing builds brand trust. Moreover, 42% expressed a willingness...

85% of customer service leaders to explore conversational GenAI in 2025

A growing number of customer service leaders are prioritising generative AI (GenAI) technology, with 85% planning to explore or pilot customer-facing conversational GenAI solutions by 2025, according to research by Gartner.The survey found that while 44% are currently exploring customer-facing...

39% of Australians struggling to secure new roles

According to a recent Gartner survey, 39% of Australian candidates report having trouble finding new employment as job vacancies in Australia continue to decrease. Only 25% of respondents found jobs matching their skill set, significantly below the global average of...

Gartner reveals top three priorities for CMOs in 2025

Gartner has outlined three critical priorities for Chief Marketing Officers (CMOs) to achieve marketing excellence in 2025. These include transcending disruption, elevating enterprise-wide impact, and maximising marketing yield.Ewan McIntyre, VP Analyst and Chief of Research for Gartner’s Marketing Practice, said...

UK employers need to improve new starter processes, as they’re failing to turn up on first day of work

Over a quarter of UK employers have had new starters fail to turn up on their first day of work within the last year. This is on top of research that 56% of employers said it was more difficult to...

Organisations are struggling with talent and skills needed for their workforce

Organisations are currently struggling to deliver on talent needs. 41% of HR leaders agree that their workforce lacks the required skills. The new research from Gartner has found that half of HR leaders agree that their organisation does not effectively...

Frustration grows as 43% of customers can’t find answers in self-service

According to a recent Gartner survey, although many companies have invested in these capabilities, only 14% of customer service and support issues are fully resolved through self-service. The report revealed that even for “very simple” problems, only 36% of customers...