Gartner Research

Customer Experience Primer for 2017

Published: 04 January 2017

ID: G00318259

Analyst(s): Augie Ray , Jake Sorofman, Simon Yates


Marketing's role in leading and supporting customer experience is growing. This overview summarizes how Gartner's upcoming research will help marketing leaders win the battle for customers' loyalty and advocacy by serving their evolving needs and expectations.

Table Of Contents



  • Top Challenges and How Gartner Can Help
    • How can I organize, manage and measure an effective customer experience effort within the marketing organization or across the company?
    • How can I capture customer feedback and insights and turn them into the right set of actions to improve customer experience?
    • How can I execute data-driven customer experiences that deliver measurable results?

Related Priorities

  • Suggested First Steps
  • Essential Reading
  • Tools and Toolkits

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