Gartner Research

CMO Insight: Align Customer Experience to Marketing Channel Operations

Published: 19 April 2016

ID: G00300386

Analyst(s): Augie Ray

Summary

Always-on, mobile, socially enabled consumers demand a new customer experience that serves their needs where it matters, from Buy to Own to Advocate. This research shows CMOs how to align CX with other marketing operations to foster loyal customer advocates who become profitable engines for growth.

Table Of Contents

Upshot

What You Need to Know

  • Master the New Customer Journey
  • Lead a CX Collaboration
  • Align Key Metrics

What You Need to Do

  • Do This First
  • Priority Actions for You
  • Priority Actions for Your Team
  • Priority Actions for Your Peers

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