In the “experience economy,” the memories, emotions and feelings that customers take away are ultimately what matters most. To succeed in the digital experience economy, organizations must intertwine strategies around four disciplines: multiexperience (MX), user experience (UX), customer experience (CX) and employee experience (EX). Accomplishing this feat will take time and the buy-in and involvement of key executives in marketing, sales, customer service, HR, operations and IT.
This special report provides a guide to curated Gartner research containing important concepts, insights and best practices to help IT leaders connect these four areas in order to be successful.
- Set the vision: Why this interconnected strategy should be a priority, even in the face of uncertainty.
- Rally the right people: Whom do you need to engage, empower or support?
- Invest in the right things: What are the key technologies, skills and practices that you need?
- Take measured next actions: How do you implement and continuously improve this interwoven strategy?
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