Gartner Research

Seven Types of Customer Experience Project

Published: 08 February 2018

ID: G00350995

Analyst(s): Ed Thompson

Summary

Many companies are running different types of project to improve the customer experience, each with unique challenges. Application leaders supporting CX managers will achieve better results if they start by auditing existing work and coordinating existing efforts.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Act on Feedback, and Tell Staff and Customers
  • Design Processes From the Outside In
  • Act as One
  • Be Open and Collaborative
  • Personalize Products, Services, Prices, Offers and Interactions
  • Alter Attitudes and Employee Behavior
  • Design the Ideal Customer Experience
  • Overarching Recommendations

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