Gartner Research

Laying the Foundations for Supply Chain Customer Experience: Focus First on Governance and Organization

Published: 10 April 2018

ID: G00349767

Analyst(s): Lisa Callinan


A new approach to customer experience is critical for supply chains that support digitally enabled customers, but it is tough to implement and prove its value. This research helps supply chain leaders get started with customer experience initiatives and build support across the enterprise.

Table Of Contents
  • Key Challenges



  • Get Executive Sponsorship to Invest in CX
  • Create a Cross-Functional Team
  • Communicate Successes Internally and With Customers to Build Momentum

Gartner Recommended Reading

©2021 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.