Gartner Blog Network

Category: 'customer-engagement' Blog Posts

from the Gartner Blog Network

10 Lessons Marketers Can Learn from the Circus

by Jennifer Polk  |  January 2, 2018

Over the holidays, my family and I saw The Greatest Showman, the story of the legendary P.T. Barnum, the founding of what would become Barnum & Bailey’s circus—which most would...

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Maximize Value of User Conferences After the Event

by Christy Ferguson  |  December 28, 2017

In my conversations with technology and service providers here at Gartner, it’s clear that user conferences are a critical element of their marketing planning. However, many product marketers are unsure...

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Debunking Three Common Myths about Personalization

by Jennifer Polk  |  September 29, 2017

Personalization is quickly becoming one of the leading techniques in customer marketing. But it isn't easy, or easily understood. In fact, there's hype surrounding personalization, from software providers promising double-digit...

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Empathy, the CIO's Horsefeathers.

by Michael Maoz  |  June 29, 2017

Go Google Empathy and the CIO and the results returned are miniscule compared to a search for "Power and the CIO," "Success and the CIO" or "Leadership," or "Technology and the CIO."...

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How's that, AI? 2017 will go down as the worst year ever for customer experience.

by Michael Maoz  |  June 28, 2017

AI does not make subway tracks run better in New York, or make phone queues any shorter at any airline. (yesterday: "Hold time currently is between 56 minutes and 1...

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On CRM initiatives, the CIO in 2017 is the Supportive Gatekeeper.

by Michael Maoz  |  June 22, 2017

On a call the other day with a very innovative financial services company somewhere across a sea, the wonderful Global Head of Digital Channels described their CIO as a supportive gatekeeper. What...

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2017 Magic Quadrant for the CRM Customer Engagement Center released.

by Michael Maoz  |  May 8, 2017

After four months of research, surveys both online and on the phone, product demonstrations from 32 software providers, and too many hours in Excel, the 2017 Magic Quadrant for the...

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Hey, but the guitar is in great shape, and other lessons in empathy.

by Michael Maoz  |  April 13, 2017

Empathy is wonderful, yet hard to scale. It is hard to scale out from the CEO, to senior leadership, down to Corporate Communications, to Customer Relations, to the Sales and...

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A bear as an analog of where your CRM digital strategy fails.

by Michael Maoz  |  February 8, 2017

After World War II the Military-Industrial Complex began to spring up in the US, and a mischievous film director from the Looney Tunes team that created iconic comic television programs...

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A lack of empathy eventually undercuts all CIO projects on ML, AI, IoT.

by Michael Maoz  |  September 14, 2016

As summer ends in the northern hemisphere, it brings another summer where any popular survey at the shore or chatter with the biking peleton reveal the same reality: there is...

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