Gartner Research

Integrate User Experience Into Your Customer Experience to Improve Outcomes

Published: 21 April 2017

ID: G00325987

Analyst(s): Jane-Anne Mennella

Summary

User experience plays a crucial role in ensuring the success of the customer experience. But marketing leaders often confuse these two disciplines, undermining the effectiveness of both. Use this research to learn how to combine UX and CX to define, create and deliver optimal experiences.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Understand the Difference Between CX and UX
  • Ensure Collaboration Occurs Between CX and UX Teams
  • Meet Customer Expectations Through Engaged CX and UX

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