Gartner Blog Network

Tag: 'cx' Blog Posts

from the Gartner Blog Network

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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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  |  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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Content Marketing Success Requires Forward Thinking

by Marc Brown  |  September 22, 2018

Content marketing leaders are seeking better ways to maximize their content marketings impact. And, no matter how creative, memorable, or popular your content may become, every piece you create and publish will ultimately...

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Purchase Regret - The Bane of Land and Expand Strategies

by Hank Barnes  |  September 4, 2018

The (expanded) Gartner team has spent many years understanding the buying process in B2B environments.   Personally, I've focused heavily on B2B tech buying (and really the whole customer life cycle). ...

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Things I'd Like to See Go Away - CX Washing

by Hank Barnes  |  July 24, 2018

It has been a little while since my last post in this series, but a diginomica "discussion extract" article from a discussion between Jon Reed and Esteban Kolsky triggered another...

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CMOs must adapt to modern business (and marketing)

by Marc Brown  |  April 24, 2018

It’s interesting for me to think about today's CMO.  CMOs are under attack, in transition, being re-imagined, and more. Company tenure, knowledge, or industry experience doesn’t guarantee you a longstanding job…proving your value...

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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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User Research: Marketing's Workhorse

by Anna Maria  |  November 16, 2017

Marketing leaders have many tools and approaches to understand users and improve customer experiences. One unsung hero is user research, a catch-all label for varied activities such as surveys, task-based...

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