Gartner Blog Network

Category: 'customer-experience' Blog Posts

from the Gartner Blog Network

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...

Read more »

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...

Read more »

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,...

Read more »

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...

Read more »

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...

Read more »

Cool Vendors In Tech Go-to-Market, 2017

by Todd Berkowitz  |  May 1, 2017

It's that time of year again! Cool Vendor reports are being released on a near-daily basis. For the third year in a row, my colleagues and I on the Tech...

Read more »

Establish Communities to Better Engage Your Sales Partners

by Ilona Hansen  |  April 25, 2017

Listening to channel partners and becoming empathic to their needs and objections is one of the most undervalued components in partner enablement. Sure, implementing lucrative incentives and valuable content through...

Read more »

Why Communication is a Cornerstone of Customer Experience

by Jennifer Polk  |  April 24, 2017

It's been said that CX is the new competitive battlefield and brands that lead in CX put the customer front and center. If the customer is truly at the center of...

Read more »

United Airlines and the Dollars and Cents of Customer Experience

by Augie Ray  |  April 11, 2017

We have all seen the video of the bleeding man being dragged from his United Airlines flight. We've seen all the social media rage. We've endured debates over whether it...

Read more »

Yet Another Wake-Up call: Marketing, Growth, and Customer Experience

by Augie Ray  |  March 30, 2017

My peer, Jake Sorofman, recently wrote a smart blog post about the latest wake-up call for CMOs. It seems chief marketing officers have needed a lot of these arousing calls in recent...

Read more »