Customer Experience Is the New Competitive Battlefield

Analyst(s): Ed Thompson | Jake Sorofman
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Summary
Greater competition and growing consumer power have eroded traditional product- and service-based differentiation, forcing firms to seek new, more durable forms of competitive advantage. Many business and IT leaders see the customer experience as a sustainable source of competitive differentiation.
Table of Contents
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Analysis
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Research Highlights
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The Role of Marketing in the Customer Experience
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Seven Types of Customer Experience Project
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Optimizing Channels to Improve the Customer Experience
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Applying Best Practices to Build a Better Customer Experience
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What to Read, Depending on Your Customer Experience Maturity
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The Role of Marketing in the Customer Experience
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Gartner Recommended Reading