Gartner Blog Network

Category: 'customer-experience' Blog Posts

from the Gartner Blog Network

Amazon AWS, Google Cloud, Alibaba Cloud and now Microsoft Azure - Why does Salesforce want to run its software on all of them?

by Olive Huang  |  November 15, 2019

Today Salesforce named Microsoft Azure as its public cloud provider for marketing cloud. Microsoft counts the fourth IaaS platform on which Salesforce wants to run its software. The Salesforce relationships with...

Read more »

Personas: A Recipe for Relevant Personalization

by Leah Reidy  |  November 14, 2019

Personas: A Recipe for Relevant Personalization I would bet that most marketers would agree that the amount of data we have on customers is at its peak—it’s not lacking. But...

Read more »

The What, Where, and How of Customer Personas

by Kristina Laroccacerrone  |  November 11, 2019

Marketing is all about good storytelling - and most marketers know this! The tricky part is understanding what the story is about, and who you're telling it to. Mediocre marketing...

Read more »

Is the Customer the Subject or the Object of Your Customer Experience Efforts?

by Augie Ray  |  October 21, 2019

I often see customer experience (CX) programs that connect point A directly to point B, equating the actions the brand does to the value it derives from those actions. A...

Read more »

My Hotel Light Switch and the Three Easy Questions to Ask About Customer-Centric Innovation

by Augie Ray  |  October 7, 2019

I checked into a hotel late last night after a long evening of travel. When it came time to go to bed, I was unable to locate the switch for...

Read more »

What Texas barbecue can teach us about customer experience

by Benjamin Bloom  |  September 11, 2019

Consumers can be rewarded, gamified, and otherwise nudged to return to your business.  Yet there is something durable and inspiring about a business that uses none of those tricks, focusing...

Read more »

Measuring Loyalty: Attitude versus Behavior

by Augie Ray  |  August 4, 2019

Customer experience (CX) leaders are called upon to lift customer loyalty, which, of course, means they have to measure loyalty. There are two broad ways to measure customer loyalty: Attitudinal...

Read more »

Omnichannel Customer Experience Is More About Your Organization Than About Your Technology

by Augie Ray  |  July 10, 2019

There is a lot of focus today on omnichannel marketing and engagement, but brands would be well advised to focus first on omnichannel service. Getting omnichannel service right is not...

Read more »

ROI Requires Knowing Who and What You Should Invest In

by Jane Anne  |  July 10, 2019

With all due respect to the movie Field of Dreams, the days of "build it and they will come" – whether "it" is a product, service or experience, have passed....

Read more »