Gartner's Seven Types of Customer Experience Projects


Foundational Refreshed: 08 September 2016 | Published: 27 May 2015 ID: G00277302

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Summary

Many companies are running different types of projects to improve the customer experience, each with unique challenges. IT application leaders supporting customer experience leaders will achieve better results if they start by auditing existing work and coordinating existing efforts.

Table of Contents

  • Introduction
  • Analysis
    • Act on Feedback, and Tell Staff and Customers
    • Design Processes From the Outside In
    • Act as One
    • Be Open and Collaborative
    • Personalize Products, Services, Prices, Offers and Interactions
    • Alter Attitudes and Employee Behavior
    • Design the Ideal Customer Experience
    • Overarching Recommendations
  • Gartner Recommended Reading
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