Gartner Blog Network

Category: 'customer-experience' Blog Posts

from the Gartner Blog Network

Top CRM Sales Take-Aways from Gartner Symposium 2018

by Tad Travis  |  October 23, 2018

This year, Gartner drew more that 9,000 IT leaders to Orlando for the annual US Symposium event.  I look forward to attending the US Symposium every year because I always...

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Digital Transformation: No Pain, No Gain

by Augie Ray  |  October 5, 2018

Is there any business catchphrase more ubiquitous nowadays than "digital transformation"? Everyone craves the agility, innovation, relevance,  engagement, reputation, loyalty, and brand advocacy that digital transformation promises. But how many are willing...

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Customer Experience and the "Next Best Action" Dilemma

by Augie Ray  |  September 12, 2018

As an analyst covering customer experience, I am often briefed by multichannel, personalization, and marketing automation platforms. Many promise to help brands improve their customer experience by identifying and executing the...

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Effortless Experience Is A Tool In Your Customer Experience (CX) Toolkit, Not A Goal

by Augie Ray  |  August 1, 2018

The business world loves easy answers, but the secret to success is often shrouded in nuance. Take the current trend in customer experience (CX): Effortless and frictionless experiences. In a...

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Gartner Publishes the Magic Quadrant Sales Force Automation, 2018

by Tad Travis  |  July 9, 2018

Gartner is pleased to release the newest installment of the annual Sales Force Automation Magic Quadrant.  This year the Magic Quadrant covers 15 vendors. Within this group, Gartner finds a wide...

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Why the Customer Experience Matters

by Jessica Ekholm  |  June 7, 2018

According to the latest Customer Experience in Marketing Survey 2017: Greater Expectations, Greater Challenges, in two years 82% of B2B CMOs expect to mostly or completely compete on the basis...

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What I Learned About Influencers and Advocates By Being One

by Augie Ray  |  June 6, 2018

Step back in time with me: It’s December 1994, Boyz II Men is crooning “I'll Make Love to You” on the radio, Prodigy opens up the Internet to users of...

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Good Bye Connected Home - Hello Intelligent Home

by Jessica Ekholm  |  May 31, 2018

Digital disruption is happening right now in the connected home. The disruption we are seeing is the move from a connected home to an intelligent home. But what exactly is the intelligent...

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Beware the Customer Experience Case Study

by Augie Ray  |  May 21, 2018

Case studies. Everyone craves them. But are they success guideposts to follow, or might they have the power to mislead us? The lure of case studies is that they offer us peeks at others'...

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Leadership's Essential Role in Customer Experience

by Augie Ray  |  March 27, 2018

Many companies are striving to launch customer experience (CX) programs that will improve their growth, margin, and customer retention. In working with our clients, one of the challenges we see is...

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