Gartner Research

How User Experience Can Make or Break Your Customer Experience

Published: 13 May 2015

ID: G00272664

Analyst(s): Gene Phifer , Ray Valdes


The user experience involved in products and services plays a crucial role in the overall customer experience. IT leaders who support CRM and CX solutions should employ five steps to deliver the most compelling UXs possible, which will result in improved levels of CX.

Table Of Contents


  • User-Centered Design
  • Spectrum of Design Approaches
  • Obtain the Right Skills
  • Build Your Own UX Platform
  • Use Innovative UX Approaches
  • The Goal Is Orchestrated, Cross-Channel CX

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