Gartner Research

Leverage a Customer Value Chain for Better Customer Experience

Published: 01 June 2015

ID: G00270171

Analyst(s): Gene Phifer, Partha Iyengar, Ray Valdes

Summary

Customer experience is increasingly the differentiator between successful enterprises and those that struggle. CIOs can use this research to leverage a customer value chain (physical or virtual), in order to achieve the required customer centricity to optimize CX across the enterprise.

Table Of Contents

Analysis

  • Adopt an Outside-In Approach
    • Phase 1: Before the Customer Interaction
    • Phase 2: During the Customer Interaction
    • Phase 3: After the Customer Interaction
  • Conclusion

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