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Gartner on CX Today

147 pieces · 146 editorial · 1 sponsored · covered since 2022 (15 stories)

CX Today coverage mentioning Gartner, newest first. Sponsored stories are identified separately from editorial coverage.

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147 pieces · editorial and sponsored · newest first
Big CX News from NiCE, Genesys, Salesforce, & Gartner
News · CRM & Data
Big CX News from NiCE, Genesys, Salesforce, & Gartner
Rhys Fisher · Jun 20, 2025
50% of CEOs Have or Plan to Develop a Strategy for Machine Customers, Says Gartner
News · Agent Experience
50% of CEOs Have or Plan to Develop a Strategy for Machine Customers, Says Gartner
Rhys Fisher · Jun 19, 2025
AI Won’t Kill the Customer Service Agent – At Least Not Yet
Interview · CX Intelligence
AI Won’t Kill the Customer Service Agent – At Least Not Yet
Rhys Fisher · Jun 12, 2025
NewsPersonalization Can Triple the Likelihood of Customer Regret, says GartnerFloyd March · Jun 4, 2025
NewsGartner Predicts that Agentic AI Will Solve 80 Percent of Customer Problems by 2029Floyd March · Mar 5, 2025
News · CX IntelligenceCustomers Are Increasingly Choosing Third-Party Customer Service Experiences Over Yours, Says GartnerFloyd March · Feb 11, 2025
Interview · CX IntelligenceGartner Magic Quadrant for Cloud ERP for Product-Centric Enterprises 2024: The RundownFloyd March · Jan 23, 2025
News"Unofficial" Third-Party GenAI Tools Will Solve 40% of all Customer Service Issues by 2027, Gartner PredictsRhys Fisher · Dec 18, 2024
News · CX Intelligence44% of Service Leaders Explored a Customer-Facing GenAI Voicebot in 2024Rhys Fisher · Dec 16, 2024
News30% of Fortune 500 Will Embrace Single-Channel Customer Service by 2028, Gartner PredictsRhys Fisher · Dec 12, 2024
NewsProbing the Gartner Magic Quadrant for CCaaS 2024Charlie Mitchell · Nov 7, 2024
InterviewImproving Customer Experience Outcomes with Customer Journey ManagementGuest Blogger · Sep 20, 2024
NewsOnly 1 in 7 Customer Service Queries Resolved with Self-Service, Gartner Study FindsRhys Fisher · Aug 19, 2024
News · CX Intelligence30% of GenAI Projects Will Be Scrapped by 2025 Due to Lack of ROI, Gartner PredictsRhys Fisher · Jul 30, 2024
News · CRM & DataBig CX News from Avaya, Salesforce, Vonage, & GartnerRhys Fisher · Jul 12, 2024
News · CX IntelligenceCustomers Reject AI for Customer Service, Still Crave a Human TouchRhys Fisher · Jul 9, 2024
Interview · CRM & DataGartner Magic Quadrant for Communications Platform as a Service (CPaaS) 2024Rhys Fisher · Jun 28, 2024
News · CRM & DataBig CX News From Google, HubSpot, SAP, & Five9Rhys Fisher · Apr 12, 2024
NewsGartner Warns Against Using AI to Replace Human AgentsRhys Fisher · Apr 10, 2024
NewsFive9 Appoints Former Gartner Stalwart to Spearhead Global GrowthRhys Fisher · Mar 20, 2024
News · CRM & DataBig CX News from Gartner, Oracle, Zendesk, and SAPRhys Fisher · Mar 15, 2024
NewsGartner Predicts the Rise of Autonomous AgentsJames Stephen · Mar 14, 2024
InterviewGartner Warns that GenAI “Will Directly Lead to the Death of a Customer” by 2027Rhys Fisher · Feb 22, 2024
InterviewBy 2028, the EU Will Mandate “the Right to Talk to a Human” In Customer Service, Predicts GartnerRhys Fisher · Feb 19, 2024
NewsBig CX News from Microsoft, Amazon, & WebexCharlie Mitchell · Feb 9, 2024
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