Gartner Research

Agenda Overview for Customer Strategy and Experience Management, 2013

Published: 02 January 2013

ID: G00246808

Analyst(s): Scott Nelson

Summary

Customer strategy and experience management can boost customer satisfaction, loyalty and advocacy. We help clients develop and deliver this powerful differentiator to the global marketplace by blending proven best practices with digital, mobile and cloud-based options and strategies.

Table Of Contents

Analysis

Key Issues

  • What is a customer experience, and how is its improvement measured?
  • How does customer strategy and experience management support broad business goals?
  • Which customer experience investments will yield the biggest returns?
  • How will customer strategy and experience management evolve through 2020?

Related Priorities

Recommended Reading

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