Gartner Research

Customer Experience 2018 Benchmarks: Turning Return on Investment Into Reality

Published: 04 May 2018

ID: G00355012

Analyst(s): Ed Thompson , Melissa Davis , Nick Ingelbrecht , Julie Meyer, Olive Huang


New Gartner survey research shows organizations are focused on realizing ROI in their customer experience improvement projects. Application leaders supporting customer experience must continue to drive increased investments in customer analytics or risk falling behind.

Table Of Contents

Survey Objective

  • Survey Highlights

Data Insights

  • Getting Customer Experience Priorities Right
  • Emerging Technology Opportunities
  • Measuring Customer Experience
  • Measuring ROI
  • Methodology
  • Definitions

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