Gartner Blog Network

Category: 'customer-experience' Blog Posts

from the Gartner Blog Network

Voice of Customer (VoC) Platforms Become Customer Experience Platforms

by Augie Ray  |  August 25, 2016

Ten years ago, "voice of customer" (VoC) platforms were thought of as systems that sent surveys to collect feedback about customer satisfaction so that the data could be exported and...

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Marketers' Questions about Customer Experience and the New Customer Journey

by Augie Ray  |  August 2, 2016

Last week I provided a free webinar about customer experience. I presented a new customer journey, one that is based not upon mass media era processes and behaviors but on the...

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My Free Customer Experience Webinars

by Augie Ray  |  July 14, 2016

I apologize for the bit of self-promotion, but in two weeks I'll be presenting a pair of free webinars on customer experience that may interest you.  The webinars are entitled "Align...

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What Advocacy Really Means (To Marketers, Just Like Everyone Else)

by Augie Ray  |  July 5, 2016

Marketers cannot open their inbox or browser without being bombarded by articles and pitches about advocacy. It’s a hot topic, and for good reason—in an age of social media and...

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The Sharing Economy Is Dead. Long Live the Leverage Economy!

by Augie Ray  |  June 23, 2016

Let me start by saying that I am a customer and fan of the services offered by Uber (took a ride Monday!), Airbnb (recently booked a family member into a...

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Where Virtual Reality Fits In Your Marketing Funnel (If It Fits)

by Augie Ray  |  June 23, 2016

[caption id="attachment_160" align="alignright" width="600"] Lowe's Holoroom[/caption] In my recent report for Gartner's marketing clients, "Virtual Reality: What Marketers Need to Know Now," I share an organized and cautious approach to...

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For A Better Customer Experience Evoke Emotion Rather Than Manufacture It

by Augie Ray  |  May 26, 2016

There is a trend in customer experience circles to focus on emotion. To be sure, emotion is essential to a brand's customer experience, but focusing on emotion is a little like...

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The Best Innovation In Social Media Is A Return To Basics

by Augie Ray  |  May 14, 2016

Innovation has become a way of life in marketing, particularly in social media, as marketers jump from one strategy (fan accumulation) to another (SoLoMo) to another (six-second videos) to another...

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