Companies that have seen a positive revenue growth collect more customer experience (CX) data than nongrowth companies, according to a recent survey by Gartner, Inc. The survey found that nearly 80% of growth organizations use customer surveys to collect CX data, compared with just 58% of nongrowth organizations.
A growth organization is defined as one that had positive revenue growth from 2018 to 2019 and is expected to have positive revenue growth from 2019 to 2020. A nongrowth organization had reportedly unchanged or declining revenue from 2018 to 2019, with the same expected for 2019 to 2020.
Customer Surveys Used by Majority of Growth Organizations
Customer surveys remain the most popular medium among both growth and nongrowth organizations for collecting CX data, according to the Gartner survey. While surveys can provide product managers with a baseline understanding of customer experiences and sentiment, they do have some limitations.
Consumers are increasingly experiencing “survey fatigue,” with research showing declining response rates for each subsequent survey that a customer receives. Further, survey responses are often written in haste or provide ambiguous information, lowering the quality of the data collected. Surveys are also unable to surface real-time information.
Real-Time Analytics Accelerate and Deepen CX Insights
The use of near- and real-time analytics to collect CX data is a rising trend among growth companies, with 43% of product managers at growth companies using analytics to collect and analyze customer perception and sentiment data. This is compared with just 22% of product managers at nongrowth companies.
Artificial intelligence (AI) technologies can help organizations gather real-time data about customers’ current issues and experiences. This data can then be used to predict the customer’s next move, proactively recommending features, solutions or actions that improve the customer journey.
The Gartner Changing Approaches to Product Development survey was conducted online between July and September 2019, among participants with the title of manager or equivalent and above at organizations in high-tech industries with anticipated 2019 revenue of more than US$100 million. In total, 214 respondents were interviewed across the U.S., China, India, Canada, the U.K., France and Germany.
Gartner clients can read more in the report “Growing Companies Are More Actively Collecting CX Data Than Nongrowth Companies.”
Worldwide PC Shipments Declined 12.3% in the First Quarter of 2020 Due to Coronavirus Pandemic: Gartner
Posted in Commentary with tags Gartner on April 13, 2020 by itnerdWorldwide PC shipments totaled 51.6 million units in the first quarter of 2020, a 12.3% decline from the first quarter of 2019, according to preliminary results by Gartner, Inc. After three consecutive quarters of growth, the worldwide PC market experienced its sharpest decline since 2013 due to the COVID-19 outbreak.
Despite the impact of COVID-19, the top three vendors’ market share remained unchanged from the previous quarter. They accounted for 65.6% of PC shipments in the first quarter of 2020, up from just over 60% in the first quarter of 2019 (see Table 1).
Although Lenovo maintained its No. 1 position in the worldwide PC market, its shipments declined 3.2% in the first quarter of 2020 and 22.6% year over year in Asia Pacific.
HP Inc. had a challenging first quarter, with a 12.1% decline in PC shipments after three consecutive quarters of shipment growth. HP recorded double digit shipment declines in all key regions, taking the hardest hit in deskbased PCs in Asia Pacific and Japan.
Dell was the only top vendor that showed year over year shipment growth – rising 2.2% – despite the impact from COVID-19. Dell’s shipments grew in all regions in the first quarter of 2020, except in Asia Pacific. Growth was particularly strong in the Americas where Dell experienced relatively stable business PC demand until March. The first quarter of 2020 was the company’s ninth consecutive quarter of shipment growth.
Regional Overview
PC shipments varied by region depending on the timing of the given government’s response to the coronavirus outbreak. Because coronavirus impacts were most apparent in the U.S. later on in the first quarter of 2020, the U.S. PC market actually grew 0.8%. However, PC shipments showed a steep sequential decline of 30.2% compared to last quarter.
Dell and HP Inc. swapped spots in the U.S. based on shipments, with Dell taking just over 31% of the PC market share (see Table 2).
Asia Pacific showed the worst year over year decline of 27.1% since Gartner started tracking the PC market. With COVID-19 originating in China, the country was the largest contributor to this decline as all business, government and consumer activities came to a halt in February. Overall PC shipments in China dropped by over 30% compared to a year ago. Deskbased PCs, the primary commercial PC type for the government and education organizations, experienced the biggest drop of nearly 40%. Mobile PCs declined less – 20% – as notebook demands were driven by remote employees and e-learning students.
PC shipments in EMEA declined 7% year over year to 16.8 million units and will likely continue to decline through 2020. The end of the first quarter saw a dramatic drop in both business and consumer PC purchases due to intense COVID-19 related lockdown measures across various countries in the region.
Learn more about how to lead organizations through the disruption of coronavirus in the Gartner coronavirus resource center, a collection of complimentary Gartner research and webinars to help organizations respond, manage and prepare for the rapid spread and global impact of COVID-19.
These results are preliminary. Final statistics will be available soon to clients of Gartner’s PC Quarterly Statistics Worldwide by Region program. This program offers a comprehensive and timely picture of the worldwide PC market, allowing product planning, distribution, marketing and sales orThese results are preliminary. Final statistics will be available soon to clients of Gartner’s PC Quarterly Statistics Worldwide by Region program. This program offers a comprehensive and timely picture of the worldwide PC market, allowing product planning, distribution, marketing and sales organizations to keep abreast of key issues and their future implications around the globe.
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