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

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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Who Ruined Social Media?

by Jenny Sussin  |  April 28, 2016

Someone asked me about Twitter’s stock price the other day to which I replied: I know nothing of stocks, but I’ll happily tell you who I think is ruining it for all of us. Let’s have some straight talk about who is ruining Facebook and Twitter. Facebook Embarrassing parents ruined Facebook. Sorry, but they did. […]

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What is “Better” When It Comes to Software?

by Jenny Sussin  |  April 13, 2016

I remember being back in ninth grade English when my teacher taught our class the importance of communication skills. She said that if we couldn’t put into words how we felt, thought or viewed the world, then we would never be able to get our point across and ultimately get what we wanted. Now, that […]

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The Disappointment of Social Sentiment Analysis

by Jenny Sussin  |  February 26, 2016

This blog post also appears on LinkedIn. For years – clients have been calling us about social analytics and for years their excitement had been rooted in a particular type of analysis: sentiment analysis. The promise was that social sentiment analysis could give organizations real time insight into how people felt about a particular marketing […]

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