Gartner Research

Leading and Managing Customer Experience Primer for 2018

Published: 19 April 2018

ID: G00354471

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


Successful customer experience leaders do more than simply identify and solve customer problems. They lead the charge for an organizationwide shift to a more customer-centric culture. This requires the right skills, organization, governance, measures and engagement strategies.

Table Of Contents



  • Top Challenges and How Gartner Can Help
    • How do I foster changes that create a more customer-centric culture and scale CX thinking throughout the organization?
    • How do I establish the necessary organization to support and sustain the CX program?
    • How should I measure and communicate CX performance?

Related Priorities

  • Suggested First Steps
  • Essential Reading

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