Gartner Blog Network

Tag: 'customer-experience' Blog Posts

from the Gartner Blog Network

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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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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