Gartner Research

The Gartner CRM Team Perspective on How IT Can Best Support an Organization's Customer Experience Transformation

Published: 30 October 2014

ID: G00270941

Analyst(s): Praveen Sengar, Brian Manusama, Jim Davies, Jenny Sussin, David Kohler, Ed Thompson, Penny Gillespie, Olive Huang

Summary

Gartner's CRM and customer experience research team provides insight on how CIOs and IT application leaders can help an organization craft an effective strategy to successfully support implementing its transformation of the customer experience.

Table Of Contents

Analysis

  • How Can IT Best Support an Organization to Create and Communicate Its Customer Experience Vision?
  • How Can IT Best Support an Organization to Develop and Execute Its Customer Experience Strategy?
  • How Can IT Best Support an Organization to Define and Measure Its Customer-Experience-Related Metrics?
  • How Can IT Best Support an Organization to Govern Customer Experience Initiatives?
  • How Can IT Best Support an Organization to Improve Customer-Experience-Related Processes?
    • Design
    • Implementation
    • Analytics
  • How Can IT Best Support an Organization to Adopt the Right Technologies Aligned With Its Customer Experience Vision and Strategy?
  • How Can IT Best Support an Organization to Build the Right Skills and Competencies for a Successful Customer Experience Transformation?
  • How Can IT Best Support an Organization to Create an Ultimate Digital Commerce Experience?

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