Gartner Research

China Summary Translation: 'Gartner's Seven Types of Customer Experience Projects'

Published: 04 February 2017

ID: G00323060

Analyst(s): Ed Thompson , Sandy Shen

Summary

Many companies are running different types of projects to improve the customer experience, each with unique challenges. IT application leaders supporting customer experience leaders will achieve better results if they start by auditing existing work and coordinating existing efforts.

Table Of Contents

主要挑战

建议

Gartner's Seven Types of Customer Experience Projects

  • Key Challenges
  • Recommendations

Introduction

Analysis

  • Act on Feedback, and Tell Staff and Customers
  • Design Processes From the Outside In
  • Act as One
  • Be Open and Collaborative
  • Personalize Products, Services, Prices, Offers and Interactions
  • Alter Attitudes and Employee Behavior
  • Design the Ideal Customer Experience
  • Overarching Recommendations

Gartner Recommended Reading

©2020 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.