Gartner : Customer Service Leaders Must Invest in AI to Enable, Not Replace, Employees

Gartner, Inc. specializes in analysis and consulting services in IT and communication technologies. Net sales break down by activity as follows: - research and analysis services (82.7%): conducting analyzes, market assessment, and publication of research to help clients gain market visibility and select suppliers of products or services best suited to their needs; - consulting services (8.7%): consulting services in the selection and implementation of IT projects, digital marketing strategy, development and realization of information systems architectures, digital transformation projects, etc.; - organization of congresses, conferences and exhibitions (8.6%). At the end of 2023, the group had around 2,500 analysts and 950 consultants around the world. Net sales are distributed geographically as follows: the United States and Canada (66.2%), Europe/Middle East/Africa (22.6%) and other (11.2%).