Gartner Research

Leading and Managing Customer Experience Primer for 2018

Published: 16 January 2018

ID: G00344138

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


Customer experience leaders need a well-understood mandate to measure, manage and influence the customer experience delivered across the organization. Use this research to build and lead a cross-functional CX team that drives change, alignment and improvement to customer and business outcomes.

Table Of Contents



  • Top Challenges and How Gartner Can Help
    • How do I define the CX mandate to build a CX function?
    • How do I build a CX team and execute a companywide CX strategy?
    • How should I measure and communicate CX performance?

Related Priorities

  • Suggested First Steps
  • Essential Reading

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