Gartner Research

Key Customer Experience Foundations for Marketing Leaders

Published: 19 January 2018

ID: G00347051

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


Marketers now play a critical role in leading or supporting customer experience initiatives in their organizations — a mandate that will continue to grow. Marketing leaders can use this research to put the key elements in place.

Table Of Contents


  • Understand What Customer Experience Means to Marketers
  • Determine Where You Are, and Where You Want to Be, in Your Journey to Superior Customer Experience
  • Elevate Three Pillars of Customer Experience
    • Develop Customer Understanding
    • Craft Customer Experiences
    • Build a Customer-Centric Culture

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