Gartner Blog Network

Category: 'customer-experience' Blog Posts

from the Gartner Blog Network

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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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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