Gartner Blog Network

Category: 'customer-experience' Blog Posts

from the Gartner Blog Network

Want to Create Greater Customer Centricity? Start with Customer Language. (Part 2)

by Augie Ray  |  January 9, 2019

In part one of this blog post, we explored how the language of marketing and business pervades our work lives and discourages the customer centricity our organizations seek. For example, at...

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Want to Create Greater Customer Centricity? Start with Customer Language. (Part 1)

by Augie Ray  |  January 7, 2019

"We want to become a more customer-centric organization." As a customer experience researcher and advisor, I hear that phrase every single week. I suspect you may, too. Achieving this is, of...

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The Customer Experience Difference: Are Customers Loyal to Your Brand or Your Loyalty Program?

by Augie Ray  |  November 20, 2018

Brands do not (and should not) improve customer experience (CX) simply because it feels right to have happier customers. The reason to invest in CX is to deliver more loyal...

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A New Monday Morning Litmus Test for CRM Sales

by Tad Travis  |  November 16, 2018

Two years ago, I posted  my short-cut method for evaluating sales technology solutions.  Called the Monday Morning Litmus test, it had two components. From the prospect of an end-user of sales...

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Is Digital Transformation in CRM Sales Tech a Thing?

by Tad Travis  |  October 30, 2018

Last week I wrote about my top take-way from the US Gartner Symposium event.  My talks with CRM leaders revealed a persistent interest in technologies and processes that will help...

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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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