Gartner Blog Network

Tag: 'customer-experience' Blog Posts

from the Gartner Blog Network

What I Learned About Influencers and Advocates By Being One

by Augie Ray  |  June 6, 2018

Step back in time with me: It’s December 1994, Boyz II Men is crooning “I'll Make Love to You” on the radio, Prodigy opens up the Internet to users of...

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Good Bye Connected Home - Hello Intelligent Home

by Jessica Ekholm  |  May 31, 2018

Digital disruption is happening right now in the connected home. The disruption we are seeing is the move from a connected home to an intelligent home. But what exactly is the intelligent...

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Customer Understanding is Essential for Every Role

by Hank Barnes  |  May 29, 2018

What do Lean Startup and Design Thinking have in common?   To me, both of these approaches are deeply focused on customer understanding, but they hide that fact at the surface...

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Beware the Customer Experience Case Study

by Augie Ray  |  May 21, 2018

Case studies. Everyone craves them. But are they success guideposts to follow, or might they have the power to mislead us? The lure of case studies is that they offer us peeks at others'...

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Things I'd Like to See Go Away - The "We Don't Trust You" Customer Return Approach

by Hank Barnes  |  May 8, 2018

Another in my ongoing list of things I'd like to see go away.  This one is not about marketing or sales, it's about customer service and customer experience. Let me...

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Critical Selling Skill - Learning (and Sharing) How Customers Buy

by Hank Barnes  |  April 17, 2018

In today's B2B technology selling environment, there is a critical selling skill that can make the difference between success and failure.  While it's easy to focus on why customers buy,...

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The SmartBit365WatsonBlockExperienceQuantumDesignThinkingDigitalEdgeChain Looks Pretty Good

by Jeffrey Mann  |  April 1, 2018

I ran across an announcement of a product that is surely to be released soon that I am sure will be a big hit. The SmartBit365WatsonBlockExperienceQuantumDesignThinkingDigitalEdgeChain doesn't just press, but...

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Redesigning Your Website? Think WWMCW

by Mike Mcguire  |  March 29, 2018

Just as a Supreme Court justice once said about defining obscenity (“I know it when I see it…”), we know when we hit a website that was driven by marketers...

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Leadership's Essential Role in Customer Experience

by Augie Ray  |  March 27, 2018

Many companies are striving to launch customer experience (CX) programs that will improve their growth, margin, and customer retention. In working with our clients, one of the challenges we see is...

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Sharing the Value of Repetition

by Hank Barnes  |  March 6, 2018

I spend a lot of time helping clients tell their stories more effectively.   It's pretty common for me to hear, "You are pretty good at this" (but I know I'm...

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