Gartner Research

How, When and Where User Research Can Improve Your Customer Experience

Published: 10 October 2017

ID: G00341474

Analyst(s): Jane-Anne Mennella


Relying solely on quantitative data or secondary research to gain customer insight is insufficient. Marketing leaders responsible for customer experience can advance their intelligence gathering by adopting user research methodologies and applying the tailored insights to improve CX outcomes.

Table Of Contents
  • Key Challenges



  • Overcome Internal Objections to User Research
  • Start With the Problem, Not the Solution
  • Don't Neglect the "Why" and "How"

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