Gartner Blog Network

Tag: 'customer-experience' Blog Posts

from the Gartner Blog Network

The Power of (Product) Moments

by Hank Barnes  |  November 7, 2017

Customer Experience is largely about maximizing moments.   Throughout every aspect of customer experience, there are specific points in time that are truly Moments of Truth--instances that make, or break, the...

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What is Customer Experience?

by Augie Ray  |  November 1, 2017

In the two years I've been at Gartner, I've had hundreds of calls and meetings with clients about customer experience (CX), and I am regularly struck with how misunderstood it...

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Conversational Artificial Intelligence. We Need To Talk About It.

by Adrian Lee  |  October 10, 2017

Gartner released its Top Strategic Predictions for 2018 and beyond on 29th September. I heaved a sigh of relief when I saw that one of the predictions by my esteemed...

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Letting Your Customers Tell Your Story

by Hank Barnes  |  September 26, 2017

Last year, I shared an example from HPE, where they had turned to their advocates to develop content reflecting best practices in ITSM.   I loved the concept as it...

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No, Every Employee Isn't a Marketer, Salesperson or Service Rep

by Augie Ray  |  August 22, 2017

I hate it when I see people say things like "Every employee is a sales person," "a marketer," or a "customer service rep." The intent may be to emphasize how every...

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Digital Commerce Success Is A Click Away

by Adrian Lee  |  August 15, 2017

Since this is my first Gartner blog post, I want to write about something that I love. And nothing gives me more pleasure than discussing how to grow a successful...

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Asking Your Customers For Help

by Hank Barnes  |  August 15, 2017

Tech providers need constantly learn and adapt.   Markets are in a constant state of evolution.  Customers don't stand still either, with changing priorities, personnel, and plans.    We operate...

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My Not So Effortless TV Experience

by Hank Barnes  |  August 8, 2017

This is a long and winding story that is most interesting because of my recent post about Account Management, that also resulted in me reading the book, The Effortless Experience....

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Retention, Growth and CX Expectations

by Hank Barnes  |  July 25, 2017

In today's tech markets, with more and more offerings delivered as a service, the focus is increasingly on retention and growth within existing accounts.   And, they are usually used...

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Different Brands Have Different Reasons To Improve Customer Experience

by Augie Ray  |  July 20, 2017

You likely hear a lot about customer experience these days.  Business media is full of articles about CX, and the data we collect at Gartner demonstrates that CX metrics are among...

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