Jane-Anne Mennella

Jane-Anne Mennella

Jane-Anne Mennella is a research director at Gartner

With all due respect to the movie Field of Dreams, the days of “build it and they will come” – whether “it” is a product, service or experience, have passed. Customers, both individuals or businesses, have more power and selection than ever before. Stories of once-strong brands failing are now

opinionlab

With Customer Experience (CX) being a dominant area of importance, focus and competitive differentiation for companies, it’s no wonder that marketing organisations are already shifting towards becoming customer-centric. Gartner’s “Survey Analysis: Know the Organizational Traits of Leading Marketing Teams” (Gartner subscription required) shows that, by 2020, the most common organisational