Gartner Blog Network

Tag: 'customer-experience' Blog Posts

from the Gartner Blog Network

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

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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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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Would You Copy-and-Paste your Competitor's Website? Then Why Copy-and-Paste Their Strategy, Features, and Metrics?

by Jane-Anne Mennella  |  December 2, 2019

[caption id="attachment_155" align="alignnone" width="150"] "Copy that" is not a good strategy when building your website.[/caption]   Last year at our Digital Marketing Conference, I delivered a presentation on where and...

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The Everything Customer Expects Multiexperience, Not Omnichannel

by Jason Wong  |  October 23, 2019

In March of 2018 I wrote a blog that multiexperience development has arrived. Since then, several analysts have published research reports to expand on what "multiexperience" means to various technologies...

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Is the Customer the Subject or the Object of Your Customer Experience Efforts?

by Augie Ray  |  October 21, 2019

I often see customer experience (CX) programs that connect point A directly to point B, equating the actions the brand does to the value it derives from those actions. A...

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