Gartner Blog Network

Posts from Date:   2019-8

How CX Changes When Your Customer is a Thing

by Don Scheibenreif  |  August 29, 2019

  Digital society is emerging around us. It is the collection of people, organizations and things that are engaged in persistent digital interactions. What’s more, Internet-connected things and ambient artificial intelligence are gaining the ability to act on behalf of human customers. But what does CX (Customer Experience) even look like for a thing? How […]

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Customer Experience in a Time of Continuous Change

by Don Scheibenreif  |  August 8, 2019

Last year, Gartner introduced the concept of ContinuousNext during our fall IT Symposium conference series. It’s a framework of interacting capabilities that help you maintain momentum and describe the most important success behaviors we are seeing through and beyond digital transformation. Those capabilities include: augmented intelligence (the next step beyond AI), privacy, culture, digital product […]

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