Gartner Blog Network

Tag: 'customer-experience' Blog Posts

from the Gartner Blog Network

Why Communication is a Cornserstone 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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United Airlines and the Dollars and Cents of Customer Experience

by Augie Ray  |  April 11, 2017

We have all seen the video of the bleeding man being dragged from his United Airlines flight. We've seen all the social media rage. We've endured debates over whether it...

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The Disease of (and Cure for) Marketers Thinking Like Marketers

by Augie Ray  |  April 7, 2017

"You're thinking like a marketer." Do you see that as a compliment? Or a caution? I believe marketers, like all humans, can get in the rut of thinking about their...

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Customer Experience, Innovation and the Slow Death of Famed Brands

by Augie Ray  |  March 22, 2017

[caption id="attachment_458" align="alignright" width="300"] Source: JMV on Flickr; https://www.flickr.com/photos/jmv/8069763934[/caption] This week, Sears reported that it has "substantial doubt" about its ability to stay in business unless it can borrow more and...

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Parochial, Me-First Mindsets Stymie Customer Experience

by Hank Barnes  |  March 21, 2017

Recently, I was talking with someone in a sales role for an enterprise company and I got reminded of the important role that people play in customer experience. This person...

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Personas: A Lifestyle Change for a Healthier CX

by Jane Anne  |  March 17, 2017

It occurred to me last night that, if Customer Experience was a human body, personas would be healthy eating. Just like we know we should have and need personas, we...

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Four Ways Customer Experience Projects Can Go Off the Rails

by Jake Sorofman  |  February 21, 2017

There are a lot of reasons customer experience projects can fail, from lack of visible executive support to misaligned incentives to a culture that doesn’t celebrate and reinforce the primacy...

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Being Customer First At The Upcoming Gartner Digital Marketing Conference

by Augie Ray  |  February 18, 2017

What does it mean to be “customer first,” and how can companies adopt a more customer-first mindset? That is the focus of one of the tracks at the upcoming Gartner...

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All the Data that Matters

by Jennifer Polk  |  February 17, 2017

Much has been said about data—customer data, data privacy, data integration. The list goes on. It has its place, like helping marketers more intelligently target their ads—I for one am...

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Valentine's Day: A Day For Love, Brands and Customer Experience

by Augie Ray  |  February 14, 2017

[caption id="attachment_438" align="alignright" width="300"] Source: Laura Ockel, https://unsplash.com/@viazavier[/caption] Happy Valentine's Day! Today is a day to ponder the nature of love, which makes it the perfect day for marketers to...

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