Gartner Blog Network

Category: 'customer-experience' Blog Posts

from the Gartner Blog Network

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...

Read more »

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....

Read more »

"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...

Read more »

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...

Read more »

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...

Read more »

CRM and Customer Experience Market Share data updates and how to use them from Gartner

by Julian Poulter  |  March 12, 2019

Gartner has recently published a short note explaining the changes in its market share taxonomy. Once a year around the 31st March Garter publishes a series of reports that show...

Read more »

Marie Kondo'ing Your Customer Experience Projects

by Jenny Sussin  |  March 11, 2019

I still have my sophomore year of high school yearbook. I know I don't need it, I know it doesn't fully "spark joy," but I can't seem to get rid...

Read more »

Three Words That May Spell Trouble For Your Customer Experience Efforts

by Augie Ray  |  February 4, 2019

Lately, I've been thinking a lot about the language of customer experience. I have hundreds of conversations with clients every year, and my job is to efficiently get to the...

Read more »