Gartner Blog Network

Tag: 'cx' Blog Posts

from the Gartner Blog Network

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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The Value of Empathy: When CX Goes to the Dogs

by Jane-Anne Mennella  |  August 22, 2019

Along with my passion for fried Oreos, user research and CX, my love for dogs is well known among my colleagues. One such wonderful colleague sent me a LinkedIn post...

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Who Is Paying for the Value

by Hank Barnes  |  June 25, 2019

I had a call with a client last week to discuss their storytelling.  The client opened this discussion with a story (something that rarely happens) that illustrated how things work...

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How Fried Oreos Can Help You Gain Better Customer Insight

by Jane-Anne Mennella  |  June 19, 2019

74 percent of marketing leaders told us that market and customer insight are one of the top capabilities critical for success (Gartner subscription required). Yet, when I ask marketing leaders...

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Wallets are Opening for CX Technology

by Jenny Sussin  |  June 13, 2019

Well ladies and gentlemen, two things we need to address to start this post: That whole goal I had about maintaining a regular blogging schedule? Out the window. That thing...

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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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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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Three Tests to Assess Your Customer Centricity-Beyond Lip Service

by Hank Barnes  |  December 11, 2018

Being customer-centric.  It's a simple idea and one that you'd be hard pressed to find many companies that won't make the claim that they either are, or desire to be,...

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CX is the Foundation for Your Personalization Initiatives

by Jane-Anne Mennella  |  November 15, 2018

Personalization. It's both a word and a concept that have been getting a lot of play lately in conversations with marketers and I fully expect those discussions to continue to grow. As an analyst...

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