Gartner Blog Network

Category: 'customer-experience' Blog Posts

from the Gartner Blog Network

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...

Read more »

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...

Read more »

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...

Read more »

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...

Read more »

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....

Read more »

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...

Read more »

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...

Read more »

Ask Five Questions Before You Innovate

by Jennifer Polk  |  October 27, 2017

Digital marketers find themselves at the front lines of innovation for a variety of reasons. The rise of digital marketing positioned marketing leaders who embraced digital as change agents. Then,...

Read more »

Back to Basics: Branding Remains at the Core of Marketing

by Jennifer Polk  |  September 13, 2017

Marketing leaders are facing tremendous “scope creep” in terms of the span of their roles and the responsibilities of the marketing organization. Gartner’s 2017 CMO Strategy Survey shows CMO and...

Read more »

No, Every Employee Isn't a Marketer, Salesperson or Service Rep

by Augie Ray  |  August 22, 2017

I hate it when I see people say things like "Every employee is a sales person," "a marketer," or a "customer service rep." The intent may be to emphasize how every...

Read more »