Gartner Research

CMO Insight: Align Customer Experience to Marketing Channel Operations

Published: 05 October 2017

ID: G00337017

Analyst(s): Augie Ray


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.

Table Of Contents


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

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