Gartner Research

Six Patterns of Exceptional Customer Experience Leadership

Published: 07 February 2017

ID: G00321067

Analyst(s): Jake Sorofman


Customer experience may be the new competitive battlefield, but are you battle-ready? Many marketing leaders still wrestle with what it means to lead these efforts. We offer six patterns of exceptional customer experience leadership for marketing leaders.

Table Of Contents


  • Pattern No. 1: Flip the Orientation
  • Pattern No. 2: Operationalize the VoC
  • Pattern No. 3: Think Horizontally; Act Vertically
  • Pattern No. 4: Sweat the Details
  • Pattern No. 5: Incentivize and Inspire Action
  • Pattern No. 6: Innovate Continuously

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