Gartner Blog Network

Tag: 'customer-experience' Blog Posts

from the Gartner Blog Network

In Customer Experience, Consistency is the New Delight

by Jake Sorofman  |  July 30, 2015

We’ve all heard the stories about brands that go to extraordinary lengths to delight a customer. The home visit bearing gifts. The call from the CEO. The impromptu tropical vacation...

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Use Four Senses in Your Customer Experience Strategy

by Jake Sorofman  |  July 21, 2015

I had a great conversation the other day with a customer experience leader at a large global organization who, I must admit, sounded perhaps just a bit whipsawed by customer...

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The Iron Triangle of Customer Experience

by Jake Sorofman  |  June 24, 2015

You probably already got the memo that customer experience is the new competitive battlefield. In fact, I’d argue that customer experience is fast becoming the top imperative of modern business....

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The Trust Cycle - Are you Developing or Eroding Trust?

by Hank Barnes  |  June 16, 2015

In our recent survey of technology buyers one simple idea emerged from all the data points about content, interactions, and information sources.   Trust drives the buying process. Trust, or...

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The Slippery Slope of Marketing Personalization

by Jake Sorofman  |  June 12, 2015

Conventional wisdom tells us that customers expect a high degree of personalization in their experiences with brands. In many cases, this is undoubtedly true. Most customers rightly expect their preferred...

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Ode to the Marketing Persona

by Jake Sorofman  |  June 9, 2015

Oh, poor, beleaguered persona. You’re hardly given a chance. In an age of data-driven everything. You’re dismissed at first glance. Like a hollow expression. As if drawn from thin air....

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Everything You Wanted To Know About CX But Were Afraid to Ask

by Martin Kihn  |  May 29, 2015

This week Gartner releases its Customer Experience Special Report. Those of you who have not – ahem – experienced such an exhibit are in for a treat: it is a...

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Top 10 Reasons Customer Experience Initiatives Fail

by Jake Sorofman  |  May 21, 2015

Last night, as you probably know, was David Letterman’s final show. 33 years of subversive humor—from stupid pet tricks; to random remote junkets to Hello Deli; to celebrations of Dave’s...

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Think "Whole Product" when defining Digital Business Moments

by Hank Barnes  |  May 19, 2015

When Geoffrey Moore wrote Crossing the Chasm, it was an instant classic.  Not a week goes by where I don't hear clients talking about we need to "cross the chasm"...

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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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