Gartner Research

Leading and Managing Customer Experience Primer for 2017

Published: 10 August 2017

ID: G00336013

Analyst(s): Jennifer Polk , Augie Ray , Jane-Anne Mennella

Summary

Customer experience leaders need a well-understood CX mandate in place to manage the end-to-end customer experience. Use this research to focus on building and leading a cross-functional CX team to deliver and measure results that drive accountability, alignment and improvement.

Table Of Contents

Scope

Analysis

  • Top Challenges and How Gartner Can Help
    • How do I define the CX mandate to build a CX function?
    • How do I build a CX team and execute a companywide CX strategy?
    • How should I measure and communicate CX performance?

Related Priorities

  • Suggested First Steps
  • Essential Reading

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