Gartner Research

Five Innovation Tips to Improve the Customer Experience

Published: 04 June 2015

ID: G00277735

Analyst(s): Mary Mesaglio


Executives love talking about innovation, but few enterprises are consistently good at it. The same could be said of the customer experience. This research passes on innovation tips to customer experience leaders, CIOs and innovation directors wishing to boost their company's customer experience.

Table Of Contents


  • Don't Try to "Delight the Customer"
  • Sweat the Small Stuff
  • Don't Just Tell the Truth — Show It
  • Embrace Constraints in CX Innovation — Throw Out the Blank Slate
  • Be Led by the Customer's Needs, Not the Technology's Possibilities
  • Conclusion

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