Gartner Research

How to Align Customer Experience With Marketing Channel Operations

Published: 05 April 2016

ID: G00298999

Analyst(s): Augie Ray

Summary

For customer experience to thrive, a deep and collaborative relationship between CX and marketing channel leaders is needed. Gartner's customer journey cycle helps marketing leaders design and build a CX process with data and collaboration to improve loyalty and accountability.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Master the New Customer Journey
  • Lead or Support a Cross-Functional CX Collaboration
  • Align Key Metrics to Each Step of the Customer Journey
  • Take These Steps to Build Your Buy, Own and Advocate Customer Journey

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