Gartner's Seven Types of Customer Experience Projects

Archived Published: 27 May 2015 ID: G00277302


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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
© 2015 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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