Gartner Blog Network

Tag: 'customer-experience' Blog Posts

from the Gartner Blog Network

The New Normality of Customer Service

by Olive Huang  |  April 16, 2020

Recent discussions I had with clients and customer service technology providers are all around changes brought by COVID-19 into their customer service environment. In the research "Deliver Customer Service During...

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Use Your Personas to Identify Your Brand's COVID-19 Action and Content

by Augie Ray  |  April 3, 2020

Marketers and others are struggling during the COVID-19 pandemic. They know customer needs and demands are high. And they know their brand should have a voice to help and comfort...

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Five Ways to Adapt the Retail Experience in Response to COVID-19

by Kyle Rees  |  March 24, 2020

From hospitals to open office floor plans, COVID-19 will dramatically change the way we interact with the world around us. For retail brands, the pressure will be particularly acute. Looking...

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Marketers Deploy Customer Listening During COVID-19 Pandemic

by Augie Ray  |  March 24, 2020

On Thursday, I participated on a Gartner for Marketers Research Connections webinar on the topic of "Marketing in Uncertainty."  We asked clients where they are turning for rapid information about consumers' changing...

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Comments: 2

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...

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Comments: 1

COVID-19 and the Rise Of Intermediate-Term Business and Marketing Planning in 2020

by Augie Ray  |  March 22, 2020

Phrases like "medium-term" and "intermediate-term" have been lost from our business lexicon, it seems. According to Google Trends, searches for these keyphrases have declined 50% or more in the past...

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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,...

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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...

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Comments: 16

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...

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What Matters Least to Line-of-Business Buyers

by Hank Barnes  |  December 10, 2019

A few weeks ago, I shared some data in a post on a different take on differentiation.  That data reflected the most important criteria for evaluating technology providers for line-of-business...

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