Gartner Blog Network

Tag: 'customer-experience' Blog Posts

from the Gartner Blog Network

Purchase Regret - The Bane of Land and Expand Strategies

by Hank Barnes  |  September 4, 2018

The (expanded) Gartner team has spent many years understanding the buying process in B2B environments.   Personally, I've focused heavily on B2B tech buying (and really the whole customer life cycle). ...

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No Limits Branding in Austin

by Jay Wilson  |  August 8, 2018

I was leaving Austin, Texas last month, and stopped in the Austin City Limits store at the airport before heading to my flight back to New York.  The shop has...

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Effortless Experience Is A Tool In Your Customer Experience (CX) Toolkit, Not A Goal

by Augie Ray  |  August 1, 2018

The business world loves easy answers, but the secret to success is often shrouded in nuance. Take the current trend in customer experience (CX): Effortless and frictionless experiences. In a...

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Things I'd Like to See Go Away - CX Washing

by Hank Barnes  |  July 24, 2018

It has been a little while since my last post in this series, but a diginomica "discussion extract" article from a discussion between Jon Reed and Esteban Kolsky triggered another...

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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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