Gartner Research

Ten Steps for Planning Your Customer Engagement Hub

Published: 02 October 2017

ID: G00337655

Analyst(s): Elizabeth Golluscio , Michael Maoz , Olive Huang


To deliver an end-to-end customer experience across channels and departments, application leaders supporting CRM and customer experience need to bridge organizational gaps and help build a customer engagement hub. In this research, we explain how to plan for a successful customer engagement hub.

Table Of Contents
  • Key Challenges


  • Why a Customer Engagement Hub?


  • Identify Customer Journeyfor Improvement
  • Translate the Improvement Opportunities Into Business and Technology Imperatives
  • Secure a Project Owner and Budget
  • Discover Cross-Departmental Collaboration Opportunities
  • Take Stock of the As-Is Customer Engagement Hub Components
  • Identify Technological Convergence When Selecting Technology Components
  • Develop a "Pervasive Integration" Strategy to Support the CEH
  • Establish a Two-Tiered Approach
  • Plan for the "Big Change" and Build a Culture of Fluid Change
  • Design the Measurement of Business Impact on Productivity and Customer Experience

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