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Gartner: Improve employee experience to drive improvements in customer experience

Industry leaders need to recognize exactly what kind of impact employees are having on a customer’s experience, and take direct steps to ensure that the employee experience is up to par

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Other vendors to consider for modern analytics and BI Article

Other vendors to consider for modern analytics and BI

While doing research for the 2018 Magic Quadrant for analytics and BI platforms, Gartner identified 33…

Four best practices for implementing extreme customer self service Article

Four best practices for implementing extreme customer self service

Today’s empowered customers have a strong do-it-yourself mindset and changing expectations in terms of preferred engagement…

Gartner’s The State of Customer Experience Innovation 2016: Customer Analytics Gets Critical Article

Gartner’s The State of Customer Experience Innovation 2016: Customer Analytics Gets Critical

There’s no denying it, businesses that want to prioritize customer experience will need to make big…

Gartner’s 2015 Magic Quadrant for the CRM Customer Engagement Center Article

Gartner’s 2015 Magic Quadrant for the CRM Customer Engagement Center

Note: The 2015 Gartner report referenced below is no longer available for complimentary download. But good…

Gartner Predicts 2015: Weak Mobile Customer Service Is Harming Customer Engagement Article

Gartner Predicts 2015: Weak Mobile Customer Service Is Harming Customer Engagement

We know that customer engagement is at the forefront of conversation in the customer service space,…