Gartner Blog Network

Jenny Sussin
Managing VP
7 years with Gartner
8 years IT industry

Jenny Sussin is a Managing Vice President for CX and Sales Research. Read Full Bio

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 that has been a top 5 C-level priority for the past few years, “customer experience,” is getting a lot of tech investment. Our latest survey […]

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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 CRM solutions to something CX-related, some of it is because both start with “C, Customer.” But so do Artificial Sweetener and Artificial Intelligence. Or perhaps […]

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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 the small screen: a computer, a tablet, a phone…but with 2019 conference season underway it’s worth looking up to the stage to learn about improving […]

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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 of it. In my personal life I’m not good at de-cluttering but when it comes to speaking with clients about their customer experience (CX) projects, […]

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Social Analytics are the LEAST of Analytics Leaders’ Problems

by Jenny Sussin  |  March 8, 2017

This is my second year attending Gartner’s Data and Analytics Summit and I love it. I love it because the conversations I have with analytics leaders about social analytics shed brilliant light on why social analytics has been, and often continues to be, the responsibility of a separate social marketing team. For marketers, social analytics […]

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There Is No “Privacy” When It Comes to Social Media

by Jenny Sussin  |  January 19, 2017

You’d think after enough political and celebrity scandals this would be obvious to everyone, but alas it’s not. A social analytics vendor that I’ve spent time covering over the years had come under fire last year for what was being referred to as “citizen surveillance.” They’ve definitely suffered the consequences, but I still can’t help but be […]

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Social Media Monitoring – Or Is It Surveillance?

by Jenny Sussin  |  October 17, 2016

Over the last week, there have been a series of articles dumping on one particular social media monitoring application that was allegedly using an unethical value proposition to market its solution: surveillance. As one of Gartner’s social analytics analysts I’ve got to tell you, the tools that each vendor offers to the market could allow […]

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WhatsApp Removes Wall to Businesses – Businesses Pop Champagne

by Jenny Sussin  |  August 30, 2016

Over the last week or so, there have been a lot of news articles flying around about WhatsApp being open for businesses and businesses are losing their collective minds with excitement. Before we get into WHY this is the reaction, let me explain what the status quo was before this announcement. PRIOR TO this update to […]

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Pokemon Go is Giving to Society What Other Technology Had Taken Away

by Jenny Sussin  |  July 12, 2016

I’m smack dab in the middle of Pokemon Go‘s target demographic. I’ve seen some funny memes online where a big scary van has graffiti’ed “Rare Pokemon Inside” on it with the caption, “How to kidnap a 28 year old in 2016,” and I can tell you, that is accurate. I’m sitting at my desk in the […]

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Why The Acquisition of LinkedIn Annoys LinkedIn Users

by Jenny Sussin  |  June 15, 2016

Your data is for sale. It’s something we’ve all known for a while now but $26.2 billion later the conversation has been reignited, if not a bit buried, in the story of Microsoft’s acquisition of LinkedIn. Ironically, news of the intent to acquire hit while I sat in the keynote for Gartner’s Security and Risk […]

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