Gartner Research

CMO Perspective: Commit Resources to the Most Essential Customer Experience Projects

Published: 29 April 2016

ID: G00300383

Analyst(s): Anna Maria Virzi , Augie Ray

Summary

CMOs achieve better customer experience initiatives by setting the right foundation and driving collaboration across business units. Use this research to recognize the categories of CX projects needed to lay the foundation and create executional and transformational success.

Table Of Contents

Upshot

What You Need to Know

  • Ensure First Things First
  • Create a Desired Vision for Your Brand's Future CX
  • Lift CX Maturity Across the Organization With Transformational Projects

Analysis

  • Set the Foundation
    • Inform CX
    • Map CX
  • Ensure Executional Excellence
    • Fix CX
    • Personalize CX
    • Scale CX
  • Encourage Collaboration and Transformation
    • Innovate CX
    • Embed CX

What You Need to Do

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

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