Gartner Research

Marketers: Take Control of Your Website and Focus on CX

Published: 22 November 2017

ID: G00335441

Analyst(s): Jane-Anne Mennella


Marketing leaders responsible for customer experience often don't understand why their websites fail to meet prospect, customer and internal expectations. This research identifies why many websites fail to deliver promised value and how to address the problem.

Table Of Contents


  • Use Personas and Their Journeys to Drive the Website Experience
  • Test Your Site Prelaunch and Postlaunch
  • What to Do Next

Case Study

  • Whirlpool Redesigns Its Website Using Personas

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