Gartner Research

Customer Experience Leadership and Execution for CMOs Primer for 2017

Published: 19 January 2017

ID: G00318267

Analyst(s): Augie Ray

Summary

To win on the customer experience battlefield, CMOs are expected to align their efforts to the customer journey and to cross-functional initiatives that turn occasional buyers into loyalists, and transform loyalists into raving fans. Our research empowers CMOs to deliver customer experience success.

Table Of Contents

Scope

Analysis

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

Related Priorities

  • Suggested First Steps
  • Essential Reading

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