Gartner Research

Focus on the Most Difficult Customer Experience Decisions to Drive Employee Action and Deliver Success

Published: 10 August 2017

ID: G00337718

Analyst(s): Augie Ray


Brands that build differentiated levels of customer satisfaction, loyalty and advocacy do so by tackling the most difficult customer experience decisions. Marketing leaders tasked with improving CX must provide employees with clear guidance to inspire strong customer experience results.

Table Of Contents


  • Explore Moments of Conflict to Reveal the Most Powerful CX Decisions
  • Consider the Power of Tough CX Decisions Made by Brands Like Ritz-Carlton, Zappos and Amazon
    • Challenge Leaders, Not Just Employees, to Make Tough CX Decisions

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