Realizing the Benefits of Superior Customer Experience: A Gartner Trend Insight Report

Published: 11 May 2018 ID: G00348272


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Nearly half of organizations in a Gartner survey claimed they can track the financial benefits of CX projects, while Gartner's marketing leaders survey shows that over 80% of organizations expect to compete mainly based on CX, meaning that the skill of realizing benefits will be in high demand.

Table of Contents

  • Insight From the Analyst
    • Invest Using Your Heart and Your Head
  • Executive Overview
    • Definition
  • Research Highlights
    • Measuring the Financial Return of CX Projects Is Improving
      • Related Research
    • The Process for Business Outcome Monetization
      • Related Research
    • Applying the Process of Monetization to Your Customer Experience Initiatives
      • Related Research
  • Related Priorities
  • Gartner Analysts Supporting This Trend
  • Related Resources
    • Webinars
    • Articles
  • Gartner Recommended Reading
© 2018 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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