Gartner Research

Ignition Guide to Communicating Customer Experience Strategy

Published: 09 February 2017

ID: G00362736

Analyst(s): Customer Experience Research Team


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



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


How to Set Up for Success

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


How to Set Up for Success

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


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

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