Use Gartner's CX Pyramid to Uncover Innovative Customer Experiences That Create the Strongest Customer Relationships

Published: 17 July 2018 ID: G00346942


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Successful CX programs don't just find and reduce problems in current customer journeys; they also detect and resolve unmet customer needs and wants in innovative ways. CX leaders can use the CX pyramid framework to forge powerful experiences that deliver greater customer loyalty and brand advocacy.

Table of Contents

  • Analysis
    • Use the CX Pyramid to Identify Powerful Opportunities in Customer Journeys
    • Identify and Resolve Risks in Innovative Customer Experiences
    • Set Appropriate Expectations and Goals When Launching Innovative Customer Experiences
    • What to Do Next
  • Gartner Recommended Reading
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