Gartner Blog Network

Tag: 'customer-experience' Blog Posts

from the Gartner Blog Network

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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The Right Disruptive Technologies Will Delight Customers

by Robert Hetu  |  February 28, 2018

Customers are using emerging technologies to transform the ways in which they interact with retailers. Retail CIOs must help the business understand how the convergence of these technologies can be...

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Our Hellish Voice-Activated Future

by Augie Ray  |  January 10, 2018

I see a lot of marketers getting excited about voice tech. Let's stop for a moment to recall how marketers excited about email and social media behaved, flooding your inbox...

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Christmas, the Retail Apocalypse and Customer Experience

by Augie Ray  |  December 22, 2017

Last night I visited a mall. "Four days before Christmas?" you ask. "Are you mad, man?" Maybe, but we found the mall sad and empty. The week before Christmas! I...

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Urgency and the Buying Process

by Hank Barnes  |  December 12, 2017

In order for B2B customers to make buying decisions, there has to be a reason to change.  But beyond that, to go through the buying effort, which is non-trivial, there...

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The Top Zero Customer Experience Trends for 2018

by Augie Ray  |  December 6, 2017

I love the holidays, but I hate "trend season." You know, how every blogger, agency, and media site has to publish its forecast for the hot trends in marketing and...

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Miracle on Customer Experience Street

by Augie Ray  |  November 29, 2017

As you plan your holiday movie-viewing schedule, make room for the classic film, "Miracle on 34th Street" (the 1947 original, not the inferior 1994 version.) Not only is it a terrific and heartwarming...

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Gartner Predicts: 2018 Predictions for CRM Sales Technology

by Tad Travis  |  November 20, 2017

Gartner is pleased to announce our latest version of the annual predictions note, Predicts 2018: CRM Sales Technology Evolves With New Options for Improving Sales Outcomes, available Gartner clients here....

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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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