Gartner Research

How to Turn Persona-Driven Customer Journey Maps Into an Actionable Cross-Functional Customer Experience Plan

Published: 28 February 2017

ID: G00321070

Analyst(s): Jake Sorofman


Many customer experience initiatives stall after the design phase, as marketing leaders struggle to translate a desired-state vision into an actionable cross-functional work plan. This research will help marketing leaders understand how to activate customer experience transformations.

Table Of Contents
  • Key Challenges



  • Design Desired-State Experiences From the Outside In
  • Secure Leadership Buy-In and Cross-Functional Alignment
  • Translate Outside-In Design Into an Inside-Out Work Plan
  • Prioritize Investments Along a Three-Horizon Roadmap

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