Gartner Blog Network

Category: 'customer-experience' Blog Posts

from the Gartner Blog Network

No, Every Employee Isn't a Marketer, Salesperson or Service Rep

by Augie Ray  |  August 22, 2017

I hate it when I see people say things like "Every employee is a sales person," "a marketer," or a "customer service rep." The intent may be to emphasize how every...

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Catching Up with the Gartner CRM Sales Research Team

by Tad Travis  |  August 18, 2017

It has been a busy, fruitful summer for me and my colleagues in the Gartner CRM Sales research practice.  In the last three months we: Published the 2017 version of...

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Different Brands Have Different Reasons To Improve Customer Experience

by Augie Ray  |  July 20, 2017

You likely hear a lot about customer experience these days.  Business media is full of articles about CX, and the data we collect at Gartner demonstrates that CX metrics are among...

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Your Brand’s Unique Future In Customer Experience

by Augie Ray  |  July 7, 2017

[caption id="attachment_564" align="alignright" width="300"] Source: https://unsplash.com/@iurte?photo=TL5Vy1IM-uA[/caption] I read a lot of articles every day about the future of customer experience (CX) and how cutting-edge technology is about to change the...

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Whole Amazon: When Physical and Digital Commerce Converge (or Collide)

by Jennifer Polk  |  June 22, 2017

Last week, Amazon announced plans to acquire grocer, Whole Foods. At first glance this seems like a smart solution to the convergence of physical and digital commerce and a logical progression...

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Learn From the Rise and Fall of Uber's Customer Experience

by Augie Ray  |  June 21, 2017

[caption id="attachment_541" align="alignright" width="300"] Source: Pexels[/caption] For a private company, we sure know a lot about Uber. We know its meteoric rise to become the most valuable "unicorn" in the...

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Is Your Customer Experience Program Built to Fail?

by Augie Ray  |  June 5, 2017

My peers and I on the Gartner for Marketing Leaders team are planning a new primary research study to learn how marketers are approaching, measuring and executing their customer experience...

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Get the Most From the Actual Voice of the Customer

by Augie Ray  |  May 26, 2017

[caption id="attachment_507" align="alignright" width="300"] Source: Jason Rosewell [/caption] Voice of the Customer (VoC) programs collect direct, indirect and inferred data about your customers so you can better understand your product,...

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Congrats, you're a marketing leader. But what type of digital commerce leader are you?

by Jennifer Polk  |  May 9, 2017

Of course you’re a digital marketing leader, but are you a digital commerce leader? And which type of digital commerce leader are you? Studies show digital marketing leaders are taking on...

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Over-Communicate to Manage Customer Expectations in Digital Commerce

by Jennifer Polk  |  May 1, 2017

The old adage goes, "Tell 'em what you're going to tell 'em. Tell 'em. Then, tell 'em what you told 'em."  This is true in digital commerce more than anywhere...

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