Customer experience joins customer retention and growth as the CMO's most vital marketing competency, according to Gartner. Still, CMOs struggle to match their CX vision to operational realities. Use this research to grow profitable customer relationships by boosting CX and channel alignment.
What You Need to Know
- Master the New Customer Journey
- Lead a CX Collaboration Beyond and Within Marketing
- Align Key Customer Metrics
What You Need to Do
- Do This First
- Priority Actions for You
- Priority Actions for Your Team
- Priority Actions for Your Peers
Gartner Recommended Reading
©2020 Gartner, Inc. and/or its affiliates.
All rights reserved.
Gartner is a registered trademark of Gartner, Inc. and its affiliates.
This publication may not be reproduced or distributed in any form without Gartner’s prior written permission.
It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact.
While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information.
Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such.
Your access and use of this publication are governed by Gartner’s Usage Policy.
Gartner prides itself on its reputation for independence and objectivity.
Its research is produced independently by its research organization without input or influence from any third party.
For further information, see
Guiding Principles on Independence and Objectivity.