Gartner Research

Commit Resources to the Most Essential Customer Experience Projects

Published: 01 February 2018

ID: G00337019

Analyst(s): Augie Ray

Summary

Customer experience leaders achieve better CX outcomes when their teams focus on foundational projects before progressing to advanced activities. Use this research to recognize the types of CX projects required to lay the foundation and create executional and transformational success.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Set the Foundation for Future CX Success
    • Inform CX
    • Map CX
  • Ensure Executional Excellence in All of Your CX Efforts
    • Fix CX
    • Personalize CX
    • Scale CX
  • Encourage Collaboration and Transformation
    • Innovate CX
    • Embed CX
  • Determine Your Current State to Select the Appropriate CX Project Types

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