Gartner Blog Network

Category: 'customer-experience' Blog Posts

from the Gartner Blog Network

Bias Toward Actions During the Pandemic to Avoid "COVIDwashing" Backlash

by Augie Ray  |  April 18, 2020

Cut and paste ad template: "<Insert Brand Here> has been here for <you/your family/your business> for <Insert number> years, and we're here for you today during these unprecedented times. Our...

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Why and How Marketers Must Plan for Uncertainty in 2020

by Augie Ray  |  April 14, 2020

Marketers are typically an optimistic bunch. But this year, they must be careful not to expect and plan for a rapid COVID-19 recovery. According to economists, infectious disease experts, and...

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Use Your Personas to Identify Your Brand's COVID-19 Action and Content

by Augie Ray  |  April 3, 2020

Marketers and others are struggling during the COVID-19 pandemic. They know customer needs and demands are high. And they know their brand should have a voice to help and comfort...

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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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Comments: 1

Privacy, Profiling and Public Safety in the time of COVID-19

by Andrew Frank  |  March 21, 2020

Among all the accepted norms that are being transformed by COVID-19 pandemic, the role of data in society stands out. It’s clearer than ever that the availability of data, or...

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Comments: 2

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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How To Elevate The Customer Experience Of Digital Stores Amid The Coronavirus Crisis

by Wilson Zhao  |  March 18, 2020

The coronavirus is taking a heavy toll on global consumer brands especially on physical stores. Some brands responded quickly and resorted to online channels to offset loss offline. As in...

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Have Your Clients Gone Quiet Because of COVID-19?

by Tad Travis  |  March 16, 2020

Of course, COVID-19 is on my mind, and it has me thinking. In general, I like to think about long-term trends.  I like to think about human motivations.  And I...

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Beware of Virtue Signaling or Outright Greed in Brand Communications About COVID-19

by Augie Ray  |  March 15, 2020

Like everyone else, marketing and communication professionals have had a challenging few weeks. As the pandemic expands, marketers and customer experience professionals have done their best to keep up with and...

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Comments: 16

Examples of Proactive COVID-19 Communications That Enhance Customer Experience

by Augie Ray  |  March 10, 2020

Two weeks ago, I wrote about the importance of proactive customer communications during the unsettling period of rapid change caused by the SARS-CoV-2 coronavirus and COVID-19 disease. Brands are already acting...

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