Agenda for Customer Strategy and Experience Management, 2012



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Customer strategy and experience management can boost customer satisfaction, loyalty and advocacy. In 2012, we will help clients deliver this powerful competitive differentiator to the global marketplace by balancing proven best practices with digital, mobile and cloud-based options and strategies.

Table of Contents

  • Analysis
  • Key Issues
    • How will customer experience management (CEM) evolve through 2020?
      • Planned Research
    • What is a customer experience, and how is its improvement measured?
      • Planned Research
    • Which projects will deliver the most positive customer experiences?
      • Planned Research
  • Related Priorities
  • Recommended Reading
© 2012 Gartner, Inc. and/or its Affiliates. All Rights Reserved. Reproduction and distribution of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartners research may discuss legal issues related to the information technology business, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The opinions expressed herein are subject to change without notice.

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