Gartner Blog Network

Category: 'customer-experience' Blog Posts

from the Gartner Blog Network

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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Will 5G Boost the Adoption of Smart Living?

by Jessica Ekholm  |  February 22, 2018

In a few days time, the big players of the mobile communications sector will gather at Mobile World Congress in Barcelona. Smart living is at the top of the agenda,...

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Looking ahead: Gartner's CRM Sales Research 2018

by Tad Travis  |  January 18, 2018

Happy New Year everyone. Now that we are well into January, this is a good time to share thoughts and observations about the CRM Sales Research agenda for 2018. Yesterday,...

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Our Hellish Voice-Activated Future

by Augie Ray  |  January 10, 2018

I see a lot of marketers getting excited about voice tech. Let's stop for a moment to recall how marketers excited about email and social media behaved, flooding your inbox...

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Christmas, the Retail Apocalypse and Customer Experience

by Augie Ray  |  December 22, 2017

Last night I visited a mall. "Four days before Christmas?" you ask. "Are you mad, man?" Maybe, but we found the mall sad and empty. The week before Christmas! I...

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The Top Zero Customer Experience Trends for 2018

by Augie Ray  |  December 6, 2017

I love the holidays, but I hate "trend season." You know, how every blogger, agency, and media site has to publish its forecast for the hot trends in marketing and...

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Miracle on Customer Experience Street

by Augie Ray  |  November 29, 2017

As you plan your holiday movie-viewing schedule, make room for the classic film, "Miracle on 34th Street" (the 1947 original, not the inferior 1994 version.) Not only is it a terrific and heartwarming...

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Gartner Predicts: 2018 Predictions for CRM Sales Technology

by Tad Travis  |  November 20, 2017

Gartner is pleased to announce our latest version of the annual predictions note, Predicts 2018: CRM Sales Technology Evolves With New Options for Improving Sales Outcomes, available Gartner clients here....

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After Dreamforce 2017: Be Pragmatic about Artificial Intelligence for CRM Sales

by Tad Travis  |  November 9, 2017

It was impossible to escape talk about CRM artificial intelligence at Dreamforce this year.  Be it Salesforce’s improvements to Sales Cloud with Einstein, or the multiple roadmap conversations I had...

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What is Customer Experience?

by Augie Ray  |  November 1, 2017

In the two years I've been at Gartner, I've had hundreds of calls and meetings with clients about customer experience (CX), and I am regularly struck with how misunderstood it...

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