Gartner Research

The ROI of Customer Experience Starts With Customer Outcomes and Ends With Business Results

Published: 31 October 2017

ID: G00333784

Analyst(s): Augie Ray


Marketing leaders responsible for CX must serve two masters, delivering the business outcomes their bosses desire while providing the experiences customers expect. Select the right CX metrics and strive to maintain a "customer-first/company-also" perspective to satisfy both groups of stakeholders.

Table Of Contents

Survey Objective

Data Insights

  • CX Teams Lack Customer Centricity, Exceeding Management's Expectations Much More Often Than Customers'
  • CX Metrics Fail to Put Customer Impact Ahead of Business Outcomes
  • Nearly Half of Companies Quantitatively Know How Improved Customer Satisfaction Benefits the Business
  • Methodology

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