Gartner Research

Customer Experience Leadership Blends Insight and Action

Published: 02 December 2014

ID: G00271583

Analyst(s): Jake Sorofman

Summary

Many marketing leaders are expected to lead customer experience initiatives. More often, this means enabling a closed-loop system of customer insight that drives multichannel action. This research explains what it means for marketing leaders.

Table Of Contents
  • Impacts

Analysis

Impacts and Recommendations

  • Customer experience leaders are expected to collect customer insight to drive well-timed and targeted multichannel experiences — but there's often a wide gap between insight and action
  • Delivering exceptional experiences requires an operational view of customer experience, but marketing often has a limited role in many of these touchpoints

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