Gartner Blog Network

Gene Alvarez
Research VP
11 years at Gartner
28 years IT industry

Gene Alvarez is a VP in the Gartner CRM Research organization. Mr. Alvarez has more than 30 years of IT experience in business impact assessment, vendor management, project management, software development and delivery of complex...Read Full Bio

Making the last mile easier remains a challenge

by Gene Alvarez  |  February 27, 2014

Getting the product to customer when they want it is as important as the design and functionality of the site. Organizations need to remember that the last mile matters to the customer because all of the value of online shopping can disappear when a product arrives late.

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The quest for a new helmet and website capabilities.

by Gene Alvarez  |  February 19, 2014

My son took up skiing this year, which is great, but now I needed a new helmet since he was now using mine. We’ll my helmet is a XXL which turns out to be a hard size to find. So after trying a skis shop I thought that the web is the easier way to […]

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Digitalization of Commerce and Customer Experience the road to 2020

by Gene Alvarez  |  January 28, 2014

Well because of my addiction to the ease to tweeting it have been a while since I have blogged. However, my new years resolution was to get back out there and mingle among the blogging community. During this winter I have been gathering information for presentations that I will be giving at a collection of […]

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News on The Customer 360 Summit, Early Bird Discount Deadline is Coming Near

by Gene Alvarez  |  February 2, 2011

  The time is running out fast on our early bird discount which expires on 2/4/2011 and I wanted to let you know that we have put together an agenda for a premier event that will enable CRM business, marketing and IT leaders to succeed in this ever changing environment of technologically empowered customers.  I’ve worked with my track leaders on the Gartner Customer […]

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E-Commerce Rational Exuberance

by Gene Alvarez  |  January 17, 2011

2010 was one of the busiest years for e-commerce since the dotcom boom with many organizations upgrading or launching new e-commerce sites. These organizations were driven by the economy and by moves made by leaders such as Amazon, eBay and others and by a desire to enable business owners to control many aspects of thier website’s content, product catalog, pricing, promotions […]

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People Are the “Killer App” of Social Software

by Gene Alvarez  |  July 21, 2010

After reading “Facebook, MySpace Get Failing Grade on Customer Satisfaction” in PC Magazine,2817,2366730,00.asp I started to think about what is it that I like or dislike about my favorite online community. What I discovered was the stickiness of my favorite online community was communication with people that I am interested me and that I […]

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The Changing E-Commerce Landscape – IBM and Sterling Commerce

by Gene Alvarez  |  May 24, 2010

Over the past month there have been several announcements in the E-Commerce market. These announcements range from vendor partnerships such as demandware’s Link partner community to the purchase of minority a interest in a competitor such as  GSI Commerce’s deal with Intershop Communications AG, and more. However, the biggest to date is IBM’s announcement to […]

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Should you help customers with using your website?

by Gene Alvarez  |  January 29, 2010

One of the things I have noticed over the years is that websites continually change their UI without much notice. This common place practice follows what many software firms have done to their enterprise customers. However, today I visited a site that did something different. Http:// offered a Guide-bot (after logging in) that asks if […]

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So what is in your Web 2.0 toolbox?

by Gene Alvarez  |  September 21, 2009

In a discussion with others about whether to Tweet or Blog, and if tweets are of value to the followers, I came to the realization that it is not the value of one individual social tool (Twitter, Facebook, YouTube, eblogger, etc). The value is in the collection of tools one uses to communicate with their […]

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How do you rate reviews?

by Gene Alvarez  |  June 24, 2009

An interesting story on a court ruling that enabled students to rate teachers sparked an equally interest discuss discussion around reviewing people performance. As the e-commerce person here, I have been talking with clients about product rating for years. It has been my belief that with all product review ratings the reader should apply the […]

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