Gartner Research

Customer Experience Strategy and Design Primer for 2017

Published: 10 August 2017

ID: G00336009

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


Customer experience can be the multiplier or rate limiter of business results. Customer experience leaders can use Gartner's research to define and execute CX strategy and increase satisfaction, loyalty and advocacy.

Table Of Contents



  • Top Challenges and How Gartner Can Help
    • How do I prioritize customer experience improvement initiatives that deliver the greatest business impact?
    • How do I use customer insight I need to design and improve the customer experience?
    • What tools do I need to develop, design and execute a powerful customer experience?

Related Priorities

  • Suggested First Steps
  • Essential Reading
  • Tools and Toolkits

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