Gartner Research

How to Align Customer Experience With Marketing Channel Operations

Published: 25 September 2017

ID: G00342147

Analyst(s): Augie Ray

Summary

For customer experience to thrive, collaboration is key. Marketing leaders responsible for CX must work with cross-functional peers in channel operations to ensure a seamless process. Use Gartner's customer journey model as a collaborative tool to boost customer and business outcomes.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Develop an Integrated View of the Customer Journey
  • Lead or Support Cross-Functional CX Collaboration
  • Align Key Metrics to Each Step of the Customer Journey

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