Gartner Blog Network

Tag: 'customer-experience' Blog Posts

from the Gartner Blog Network

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, https://unsplash.com/search/scream?photo=ASKeuOZqhYU[/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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Gartner Releases the CRM Sales 2017 Cool Vendors Report

by Tad Travis  |  May 19, 2017

Colleague Ilona Hansen and I are pleased to announce the newest Cool Vendors for the CRM Sales research practice. We review three vendors with innovative, algorithm-based solutions that improve coaching...

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Generation Z Is Inspiring the Future of Customer Experience

by Robert Hetu  |  May 4, 2017

There is much talk about the millennials shaping the future. However, retail CIOs should be cognizant of Generation Z, a rapidly growing cohort that is already becoming a prime mover,...

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Marketing content or content marketing?

by Kirsten Newbold  |  April 26, 2017

Every day I get to talk with clients about content. All sorts of content. How do you build a content strategy? How can we hire great content marketers? What tools...

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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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The Disease of (and Cure for) Marketers Thinking Like Marketers

by Augie Ray  |  April 7, 2017

"You're thinking like a marketer." Do you see that as a compliment? Or a caution? I believe marketers, like all humans, can get in the rut of thinking about their...

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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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Parochial, Me-First Mindsets Stymie Customer Experience

by Hank Barnes  |  March 21, 2017

Recently, I was talking with someone in a sales role for an enterprise company and I got reminded of the important role that people play in customer experience. This person...

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Four Ways Customer Experience Projects Can Go Off the Rails

by Jake Sorofman  |  February 21, 2017

There are a lot of reasons customer experience projects can fail, from lack of visible executive support to misaligned incentives to a culture that doesn’t celebrate and reinforce the primacy...

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