Gartner Research

Ignition Guide to Communicating Customer Experience Strategy

Published: 09 February 2017

ID: G00362736

Analyst(s): Customer Experience Research Team

Summary

This guide includes documents that will help build a customer experience communication framework, create tools to enable customer experience communication, and provide employees opportunities to connect with and give feedback on customer experience.

Table Of Contents

Overview

Steps

Step 1 of 5: Plan the Customer Experience Communication Process

Project Objectives

Roles and Responsibilities

Before You Start

Common Pitfalls and Keys to Success

Step 2 of 5: Build a Customer Experience Communication Framework

Tasks

How to Set Up for Success

Step 3 of 5: Create Tools to Enable Customer Experience Communication

Tasks

How to Set Up for Success

Step 4 of 5: Provide Employees Opportunities to Connect with and Give Feedback on Customer Experience

Tasks

How to Set Up for Success

Step 5 of 5: Monitor the Approach to Communicating Customer Experience to Employees

Review Your Performance

Keys to Continued Success

©2020 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.