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


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



Gartner's Seven Types of Customer Experience Projects

  • Key Challenges
  • Recommendations



  • 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

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