Gartner Research

How to Justify the Business Value of Supply Chain Customer Experience Initiatives

Published: 23 May 2017

ID: G00319744

Analyst(s): Lisa Callinan

Summary

CSCOs recognize that customer experience management is a strategic imperative. But, they must balance it with other initiatives that deliver more immediate and tangible benefits. Use this research to justify why CX is a priority for the supply chain to secure the right resources and support.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Focus Initial CX Initiatives on High-Priority Customers.
  • Measure the Success of CX Initiatives Creatively
  • Assign Resources in the Supply Chain Organization With Explicit Responsibility for CX

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