Gartner Research

China Summary Translation: 'How User Experience Can Make or Break Your Customer Experience'

Published: 27 February 2017

ID: G00323328

Analyst(s): Sandy Shen , Gene Phifer


The user experience involved in products and services plays a crucial role in the overall customer experience. IT leaders who support CRM and CX solutions should employ five steps to deliver the most compelling UXs possible, which will result in improved levels of CX.

Table Of Contents



How User Experience Can Make or Break Your Customer Experience

  • Key Findings
  • Recommendations


  • User-Centered Design
  • Spectrum of Design Approaches
  • Obtain the Right Skills
  • Build Your Own UX Platform
  • Use Innovative UX Approaches
  • The Goal Is Orchestrated, Cross-Channel CX

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