Gartner Blog Network

Category: 'customer-experience' Blog Posts

from the Gartner Blog Network

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...

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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...

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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...

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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...

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Customer Experience, Innovation and the Slow Death of Famed Brands

by Augie Ray  |  March 22, 2017

[caption id="attachment_458" align="alignright" width="300"] Source: JMV on Flickr; https://www.flickr.com/photos/jmv/8069763934[/caption] This week, Sears reported that it has "substantial doubt" about its ability to stay in business unless it can borrow more and...

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Valentine's Day: A Day For Love, Brands and Customer Experience

by Augie Ray  |  February 14, 2017

[caption id="attachment_438" align="alignright" width="300"] Source: Laura Ockel, https://unsplash.com/@viazavier[/caption] Happy Valentine's Day! Today is a day to ponder the nature of love, which makes it the perfect day for marketers to...

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The Long and Dangerous Customer Experience Road For Revolutionary Hardware and Devices

by Augie Ray  |  February 1, 2017

[caption id="attachment_428" align="alignright" width="255"] Source: Me and Prisma[/caption] Being an early adopter has its drawbacks, but it provides one an interesting lens through which to view the customer experience challenges...

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Ten Maxims of Customer Experience

by Augie Ray  |  January 24, 2017

Ten simple truths about customer experience (with links to relevant blog posts and subscription research reports from me and my peers on the Gartner for Marketing Leaders team): Whether or...

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What Brands Do You Love? A Quick Customer Experience Exercise

by Augie Ray  |  January 19, 2017

What brands do you love? Stop. Make a list. Write them down or type them out, then continue reading. --- --- --- Did you do it? I'm serious. Here's a free...

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2016 Recap: The Third Wave of Sales Automation is Here

by Tad Travis  |  January 3, 2017

At the risk of being proven embarrassingly wrong, I think that history will find that 2016 was a seminal year for sales automation technology.  It was the year that the...

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