Gartner Blog Network

Category: 'customer-experience' Blog Posts

from the Gartner Blog Network

Does B2B Sales Have a Seat at the Customer Experience Table?

by Tad Travis  |  March 26, 2015

This is an intentionally provocative question.  At first glance, it may seem that the answer is an obvious, sarcastic "well, yes of course they do."  But for all the recent focus...

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Ready to Become a Rebel Change Agent?

by Samantha Searle  |  March 11, 2015

Do you have an appetite for risk and dare to challenge the status quo? Dynamic and disruptive change is now the norm for business. It demands a different approach from...

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When is a product not (really) a product?

by Rob Addy  |  September 29, 2014

Larry Ellison appears to believe that the number of products Oracle sells is important. In his view, more is better. But reviewing his OpenWorld keynote slides from yesterday, many of...

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And The Winners For the 2014 Gartner BPM Excellence Awards are...

by Samantha Searle  |  March 5, 2014

Yes it's the moment you've all been waiting for! We can now reveal the three winners of a 2014 Gartner BPM excellence award, who will be attending our BPM summit...

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Losing Your Wallet as The Ultimate Test of Customer Service

by Olive Huang  |  January 26, 2014

Just shortly before Christmas I was on my way back from a Microsoft Dynamics Asia Event, I lost my wallet. It was absolutely the worst nightmare a traveler could have......

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Bizarre Ideas Inc. proudly presents...

by Rob Addy  |  June 10, 2013

...a new immersive research paradigm. Passive content provisioning won't cut it in today's attention deficient world. But what if you experienced research content rather than read it? What if the...

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Observed behaviors reveal more than solicited opinions

by Rob Addy  |  November 28, 2012

Ask someone a question and they will probably give you an answer. And therein lies the problem. Will it be an open, honest and frank response? Maybe. But then again,...

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Good Service is Just a Simple Game of Snap!

by Rob Addy  |  October 2, 2012

Efficiently matching customer needs and preferences to the optimal support representative (or representatives) is the secret of support success. Nothing more, nothing less. It's not necessarily about getting the most...

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Product Support: Fifty Shades of Grey?

by Rob Addy  |  July 9, 2012

Damn, it was stiff. He applied some lubrication to aid his entry. Muscles twitching from the strain, he grunted from his exertions. She was being difficult. But her resistance only...

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(Not So) Great Expectations

by Rob Addy  |  June 24, 2012

It can be said that user expectation is a primary measure against which support service quality can be determined.  The following equation shows the relationship between user satisfaction, service delivery...

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