Gartner Blog Network

Category: 'customer-experience' Blog Posts

from the Gartner Blog Network

Customer Service Leaders Need To Quickly Improve Organization's Digital and Self Service Capabilities to Sail Through Covid-19

by Olive Huang  |  March 24, 2020

For the past two weeks, over a dozen Gartner clients have reached out to me in inquiries, seeking guidance in customer service strategies to sail through Covid-19 crisis. As countries...

Read more »

Comments: 1

Privacy, Profiling and Public Safety in the time of COVID-19

by Andrew Frank  |  March 21, 2020

Among all the accepted norms that are being transformed by COVID-19 pandemic, the role of data in society stands out. It’s clearer than ever that the availability of data, or...

Read more »

Comments: 2

The challenge of COVID-19 requires customer service organizations to build a solid plan on work at home agents

by Olive Huang  |  March 19, 2020

COVID-19 has caught companies off guard. Customer service organizations are having sleepless nights to keep their contact centers open, prioritize issues and provide proactive communications. Everyone is impacted, hospitals, airlines,...

Read more »

How To Elevate The Customer Experience Of Digital Stores Amid The Coronavirus Crisis

by Wilson Zhao  |  March 18, 2020

The coronavirus is taking a heavy toll on global consumer brands especially on physical stores. Some brands responded quickly and resorted to online channels to offset loss offline. As in...

Read more »

Have Your Clients Gone Quiet Because of COVID-19?

by Tad Travis  |  March 16, 2020

Of course, COVID-19 is on my mind, and it has me thinking. In general, I like to think about long-term trends.  I like to think about human motivations.  And I...

Read more »

Beware of Virtue Signaling or Outright Greed in Brand Communications About COVID-19

by Augie Ray  |  March 15, 2020

Like everyone else, marketing and communication professionals have had a challenging few weeks. As the pandemic expands, marketers and customer experience professionals have done their best to keep up with and...

Read more »

Comments: 15

Examples of Proactive COVID-19 Communications That Enhance Customer Experience

by Augie Ray  |  March 10, 2020

Two weeks ago, I wrote about the importance of proactive customer communications during the unsettling period of rapid change caused by the SARS-CoV-2 coronavirus and COVID-19 disease. Brands are already acting...

Read more »

The Customer Experience Implications of the SARS-CoV-2 Coronavirus and COVID-19 Disease

by Augie Ray  |  February 24, 2020

The SARS-CoV-2 virus and COVID-19 disease are increasingly making headlines. As you are no doubt aware, the number of known and reported cases will surpass 80,000 today, and more than 2,600...

Read more »

In the Future, Your CRM Applications Will Need to Natively Support AI, IoT, Analytics and Integration

by Olive Huang  |  February 13, 2020

What is the best way to stay dry in Sydney's grey raining day? - go to Microsoft Envision they said. All the Microsoft executives at the event claimed they brought...

Read more »

Keep Your Eye On The Ball

by Clare Dietz  |  January 24, 2020

I’ve been watching a lot of late night tennis this past week. Even if you aren’t watching the Australian Open, the phrase “keep your eye on the ball” probably applies...

Read more »