Gartner Blog Network

Category: 'customer-experience' Blog Posts

from the Gartner Blog Network

Wallets are Opening for CX Technology

by Jenny Sussin  |  June 13, 2019

Well ladies and gentlemen, two things we need to address to start this post: That whole goal I had about maintaining a regular blogging schedule? Out the window. That thing...

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Life-or-Death Customer Experience

by Augie Ray  |  June 3, 2019

The other day, I was talking to a peer about customer experience (CX), and she said, "It's not as if we're curing cancer here." We're not, but there are countless...

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How Do Your Customer Experience Scores Compare to Competitors? Who Cares?

by Augie Ray  |  May 29, 2019

Virtually every customer experience (CX) leader struggles with one common issue: How do I acquire the attention and commitment I need from bosses and peers? How do I get them...

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Employee Experience: The Key to CX Success

by Cassandra Nordlund  |  April 25, 2019

“PC load letter? What does THAT mean?” This is a favorite line from a classic 1999 comedy film Office Space, where an employee attempts to print a document only to...

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For Gen Z employees, Customer Centricity is a given

by Hillary Plank  |  April 5, 2019

If you’ve hired a recent college graduate in the last year or two, you might be surprised to learn that you’ve hired a member of a new generation: Gen Z....

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"Customer Experience" Is Not the New "CRM"

by Jenny Sussin  |  April 1, 2019

Customer experience (CX) is not the just CRM rebranded, and this is something which is often misunderstood in the marketplace. Some of that is likely due to providers renaming their...

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One Powerful Tip to Improve Every Business Strategy

by Augie Ray  |  March 29, 2019

I generally hate blog posts and articles that suggest there is a single trick, hack or tip that can change your world. (I swear if I see one more headline...

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Customer Experience from Small Screen to Stage

by Jenny Sussin  |  March 19, 2019

I know Chicago and Rent went from stage to screen, but in 2019 it's pretty refreshing to take your eyes off of a screen. Most people consume Gartner research on...

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