Gartner Blog Network

Tag: 'customer-experience' Blog Posts

from the Gartner Blog Network

No, Every Employee Isn't a Marketer, Salesperson or Service Rep

by Augie Ray  |  August 22, 2017

I hate it when I see people say things like "Every employee is a sales person," "a marketer," or a "customer service rep." The intent may be to emphasize how every...

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Digital Commerce Success Is A Click Away

by Adrian Lee  |  August 15, 2017

Since this is my first Gartner blog post, I want to write about something that I love. And nothing gives me more pleasure than discussing how to grow a successful...

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Asking Your Customers For Help

by Hank Barnes  |  August 15, 2017

Tech providers need constantly learn and adapt.   Markets are in a constant state of evolution.  Customers don't stand still either, with changing priorities, personnel, and plans.    We operate...

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My Not So Effortless TV Experience

by Hank Barnes  |  August 8, 2017

This is a long and winding story that is most interesting because of my recent post about Account Management, that also resulted in me reading the book, The Effortless Experience....

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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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