Gartner Blog Network

A Customer Experience Tale of Two Airlines

by Kirsten Newbold  |  August 31, 2016

Over the last few weeks, my colleague Augie has been publishing some great research on Customer Journeys – how the journey has evolved, how to map a customer journey and...

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What 'Age of the Customer?'

by Michael Maoz  |  August 31, 2016

CEOs cite "Customer Experience" as a topic objective for 2016 and 2017. Now that Big Data has faded as a hype engine, giving way to yet more techno-fueled targets like...

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What can organizations learn from the Hardy-Ramanujan style of collaboration?

by Manjunath Bhat  |  August 31, 2016

This essay is about fostering collaboration in the workplace using lessons from the Hardy-Ramanujan story. These two people may appear very different on the surface, but are characterized by a...

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What the CISO needs to know about Blockchain

by Jonathan Care  |  August 30, 2016

In response to some significant client demand, David Anthony Madhi and I have written a note giving our thoughts on the emerging blockchain technologies, and answer some of the questions...

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WhatsApp Removes Wall to Businesses - Businesses Pop Champagne

by Jenny Sussin  |  August 30, 2016

Over the last week or so, there have been a lot of news articles flying around about WhatsApp being open for businesses and businesses are losing their collective minds with...

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Magic Quadrant for Application Delivery Controllers, 2016

by Andrew Lerner  |  August 30, 2016

We just published the 2016 Magic Quadrant for Application Delivery Controllers (ADC), a market which many folks still refer to as load-balancers.  We evaluate 11 vendors that meet inclusion criteria...

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Dealing with the "happy customers won't do case studies" problem

by Hank Barnes  |  August 30, 2016

I'm not a big fan of definitives (although I sometimes, probably too often, use them), but I do feel confident that every technology marketer has experienced the problem of happy customers not...

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Six Reasons Customer Journey Mapping Fails (And What To Do About It)

by Augie Ray  |  August 29, 2016

Customer journey maps are a strong tool for marketers seeking to improve their brands' customer experience. Unfortunately, many marketers report that their customer journey mapping initiatives fail to drive the...

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Getting down to Business with Practical Metrics in Healthcare IT

by Andrew White  |  August 29, 2016

I noted a healthcare article last week that caught my eye: HIT Thing Why matching patient IDs is a critical challenge.  In a nutshell: ' "[T]he Office of the National...

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Who Will Train the Machine Learning Trainers?

by Andrew White  |  August 29, 2016

In last week's US print edition of the Economist there is an excellent article on the profit and peril of using machine learning.  The article is in the Finance and Economics...

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