Augie Ray
Vice President Analyst Gartner Marketing practice
22nd Jul 2021
How to refill the dwindling well of forgiveness for post-COVID customer experience
Last year, as businesses struggled to implement “work from home” policies and contain service disruptions, customer satisfaction scores...
Loyalty
12th Apr 2021
The common mistakes that kill CX programmes in their infancy
Many companies have embraced the concept of customer experience (CX). However, relatively few organisations have achieved a mature, self-...
Engagement
29th Jan 2021
How to prove CX programme ROI without treating customers as walking wallets
Among the challenges faced by customer experience (CX) leaders, particularly in a year as challenging as this, is to demonstrate the return...
Engagement
16th Mar 2020
Five ways customer experience leaders must respond to COVID-19
Customer experience (CX) is about knowing and responding to customer expectations and needs to improve customer satisfaction, loyalty, and...
Engagement