Gartner Blog Network

Tag: 'customer-experience' Blog Posts

from the Gartner Blog Network

Don't Believe the Hype: You Don't Need 1:1 Personalization

by Jennifer Polk  |  May 16, 2019

Personalization is hot topic and 1:1 personalization is even hotter. The truth is 1:1 personalization is over-hyped by providers trying to differentiate their solutions. What matters most to your audience...

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"Customer Experience" Is Not the New "CRM"

by Jenny Sussin  |  April 1, 2019

Customer experience (CX) is not the just CRM rebranded, and this is something which is often misunderstood in the marketplace. Some of that is likely due to providers renaming their...

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One Powerful Tip to Improve Every Business Strategy

by Augie Ray  |  March 29, 2019

I generally hate blog posts and articles that suggest there is a single trick, hack or tip that can change your world. (I swear if I see one more headline...

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Customer Experience from Small Screen to Stage

by Jenny Sussin  |  March 19, 2019

I know Chicago and Rent went from stage to screen, but in 2019 it's pretty refreshing to take your eyes off of a screen. Most people consume Gartner research on...

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Marie Kondo'ing Your Customer Experience Projects

by Jenny Sussin  |  March 11, 2019

I still have my sophomore year of high school yearbook. I know I don't need it, I know it doesn't fully "spark joy," but I can't seem to get rid...

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Gartner Launches the CRM Sales Technology Key Initiative

by Tad Travis  |  February 14, 2019

I am pleased to announce that Gartner has launched our new formal program for sales technology research.  Yes, we have long covered CRM technology for sales at Gartner.  What is...

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Three Words That May Spell Trouble For Your Customer Experience Efforts

by Augie Ray  |  February 4, 2019

Lately, I've been thinking a lot about the language of customer experience. I have hundreds of conversations with clients every year, and my job is to efficiently get to the...

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Want to Create Greater Customer Centricity? Start with Customer Language. (Part 2)

by Augie Ray  |  January 9, 2019

In part one of this blog post, we explored how the language of marketing and business pervades our work lives and discourages the customer centricity our organizations seek. For example, at...

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Want to Create Greater Customer Centricity? Start with Customer Language. (Part 1)

by Augie Ray  |  January 7, 2019

"We want to become a more customer-centric organization." As a customer experience researcher and advisor, I hear that phrase every single week. I suspect you may, too. Achieving this is, of...

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