Gartner Research

CMO Insight: How CMOs Help New Customer Experience Leaders Succeed

Published: 16 November 2016

ID: G00317959

Analyst(s): Augie Ray , Anna Maria Virzi


Customer experience leadership positions within the marketing function are often new and poorly defined, and they can come with lofty and aggressive expectations. To ensure a strong start for your new marketing leader, identify your organization's unique CX challenges and clear roadblocks.

Table Of Contents


What You Need to Know

  • Confirm the Responsibilities of the CX Leader in Marketing
  • Customize the Onboarding Experience
  • Audit CX Resources
  • Work With Your CX Leader to Align CX Goals With Business Results

What You Need to Do

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

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