Gartner Blog Network

Tag: 'customer-experience' Blog Posts

from the Gartner Blog Network

Be Wary of Digital Machinists in Your Customer Experience Programs

by Hank Barnes  |  April 7, 2015

A few months back, I blogged about a key focus area for Gartner's Digital Business research around the idea of Digital Humanism.  The core tenet is that people (and the...

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How Land and Expand Strategies Breakdown

by Hank Barnes  |  March 31, 2015

In my post last week, I mentioned Gartner research that uncovered that the most common reason for a no decision in buying was when anticipated project or solution costs exceed...

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The Road to Enduring SFA Adoption Success: Part 3

by Tad Travis  |  March 19, 2015

Lately, I've spoken with several companies that are achieving strong business value from their SFA programs. These companies have clearly achieved durable usage and business value.    Given that I've talked with many...

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Customer Experience Starts with Empathy

by Jake Sorofman  |  March 18, 2015

Most every company says they’re customer centric. Some actually believe it. But companies that are truly customer centric walk the talk. They translate high-minded words into daily deeds. These companies...

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Toward a Unified Customer Experience Hub

by Jake Sorofman  |  February 19, 2015

A few weeks ago, I wrote about the need to hide the seams in customer experiences. In this post, I suggested that one of the primary causes of these unseemly...

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The Best Customer Experiences Hide the Seams

by Jake Sorofman  |  January 28, 2015

There’s nothing particularly new in the insight that our functional orientations can breed inside-out—rather than outside-in—thinking. Sales, marketing, customer support. These functions exist, first and foremost, to support a separation...

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Customer Experience is a Team Sport

by Jake Sorofman  |  January 6, 2015

Last year, Gartner for Marketing Leaders made some waves when we said that customer experience was the new competitive battlefield—and that, more often than not, marketing was calling the shots....

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Caution on the Customer Experience Battlefield

by Hank Barnes  |  December 30, 2014

My colleague Jake Sorofman recently shared some results from a Gartner survey on the high level of  priority  marketing groups have given to customer experience (CX) in their 2015 plans,...

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What "Experience Marketers" Forget Most

by Richard Fouts  |  December 14, 2014

Throw a dead cat in any direction, and you’re bound to hit a marketing pundit exclaiming “customer experience is the next competitive battleground.” It’s a great finding, but at this...

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5 Predictions for Marketing in 2016

by Laura Mclellan  |  December 12, 2014

No, that’s not a typo in the title – these are predictions for marketing in 2016. There are plenty of articles and blogs predicting what will happen in marketing in...

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