Gartner Blog Network

Tag: 'customer-experience' Blog Posts

from the Gartner Blog Network

Retention, Growth and CX Expectations

by Hank Barnes  |  July 25, 2017

In today's tech markets, with more and more offerings delivered as a service, the focus is increasingly on retention and growth within existing accounts.   And, they are usually used...

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Different Brands Have Different Reasons To Improve Customer Experience

by Augie Ray  |  July 20, 2017

You likely hear a lot about customer experience these days.  Business media is full of articles about CX, and the data we collect at Gartner demonstrates that CX metrics are among...

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Four Takeaways From The Gartner Tech Growth and Innovation Conference

by Hank Barnes  |  July 18, 2017

It has been a few weeks since the conference ended.    I again want to thank everyone that joined us in Huntington Beach.  The feedback has been extremely positive, which...

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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...

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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...

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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,...

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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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