Gartner Blog Network

Category: 'crm-strategy-and-customer-experience' Blog Posts

from the Gartner Blog Network

Customer Service Leaders Need To Quickly Improve Organization's Digital and Self Service Capabilities to Sail Through Covid-19

by Olive Huang  |  March 24, 2020

For the past two weeks, over a dozen Gartner clients have reached out to me in inquiries, seeking guidance in customer service strategies to sail through Covid-19 crisis. As countries...

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The challenge of COVID-19 requires customer service organizations to build a solid plan on work at home agents

by Olive Huang  |  March 19, 2020

COVID-19 has caught companies off guard. Customer service organizations are having sleepless nights to keep their contact centers open, prioritize issues and provide proactive communications. Everyone is impacted, hospitals, airlines,...

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In the Future, Your CRM Applications Will Need to Natively Support AI, IoT, Analytics and Integration

by Olive Huang  |  February 13, 2020

What is the best way to stay dry in Sydney's grey raining day? - go to Microsoft Envision they said. All the Microsoft executives at the event claimed they brought...

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In the next five years, the biggest challenge that architects of CRM systems face will be how to deliver faster

by Olive Huang  |  November 22, 2019

Here is my joke about conferences: Conferences are like fish. Day one we are all fresh. Day two we become a bit slimy. Day three we start to stink and...

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In order to succeed in the next decade, do companies need to have a purpose?

by Olive Huang  |  November 20, 2019

Back in 2013 I came to Dreamforce and wrote a blog "My Dreamforce as a Fish Market Theory". Then for the past six years I didn't come back to this...

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Amazon AWS, Google Cloud, Alibaba Cloud and now Microsoft Azure - Why does Salesforce want to run its software on all of them?

by Olive Huang  |  November 15, 2019

Today Salesforce named Microsoft Azure as its public cloud provider for marketing cloud. Microsoft counts the fourth IaaS platform on which Salesforce wants to run its software. The Salesforce relationships with...

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Comments: 6

How CX Changes When Your Customer is a Thing

by Don Scheibenreif  |  August 29, 2019

  Digital society is emerging around us. It is the collection of people, organizations and things that are engaged in persistent digital interactions. What's more, Internet-connected things and ambient artificial...

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Comments: 1

Customer Experience in a Time of Continuous Change

by Don Scheibenreif  |  August 8, 2019

Last year, Gartner introduced the concept of ContinuousNext during our fall IT Symposium conference series. It’s a framework of interacting capabilities that help you maintain momentum and describe the most...

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Open Sesame - Can Alibaba Open the Door of Chinese Market for Salesforce?

by Olive Huang  |  July 25, 2019

Today Salesforce announced a strategic partnership with Alibaba. Very little was said in the announcement. Two things I think are quite important - The partnership includes Salesforce running Sales Cloud,...

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Comments: 1

Wallets are Opening for CX Technology

by Jenny Sussin  |  June 13, 2019

Well ladies and gentlemen, two things we need to address to start this post: That whole goal I had about maintaining a regular blogging schedule? Out the window. That thing...

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