Gartner Research

Customer Experience Leadership and Execution for CMOs Primer for 2016

Published: 19 April 2016

ID: G00301718

Analyst(s): Jake Sorofman, Augie Ray


Customer experience is the new competitive battlefield. To win, CMOs are expected to align cross-functional people and teams to the buyer journey, turn occasional customers into loyalists, and transform loyalists into raving fans. Our research empowers CMOs to deliver customer experience success.

Table Of Contents



  • Top Challenges and How Gartner Can Help
    • How can CMOs influence customer experience beyond the traditional sphere of responsibility?
    • What goals should the CMO set to drive customer experience success across the organization?
    • What new CMO-led capabilities and organization are required for customer experience leadership?

Related Priorities

  • Suggested First Steps
  • Essential Reading

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