Gartner Research

Customer Experience Strategy and Design Primer for 2018

Published: 08 January 2018

ID: G00344137

Analyst(s): Simon Yates , Augie Ray , Jane-Anne Mennella


Customer experience leaders must collaborate, design and execute programs to understand customer needs, define their journeys and deliver desired customer and business outcomes. Use Gartner's research to deploy the tools and best practices that help increase satisfaction, loyalty and advocacy.

Table Of Contents



  • Top Challenges and How Gartner Can Help
    • How do I use customer insight to design and improve the customer experience?
    • How do I prioritize customer experience improvement initiatives that deliver the greatest business impact?
    • What tools do I need to develop, design and execute a powerful customer experience?

Related Priorities

  • Suggested First Steps
  • Essential Reading

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