Gartner Research

Realizing the Benefits of Superior Customer Experience: A Gartner Trend Insight Report

Published: 11 May 2018

ID: G00348272

Analyst(s): Ed Thompson

Summary

Nearly half of organizations in a Gartner survey claimed they can track the financial benefits of CX projects, while Gartner's marketing leaders survey shows that over 80% of organizations expect to compete mainly based on CX, meaning that the skill of realizing benefits will be in high demand.

Table Of Contents
  • Opportunities and Challenges
  • What You Need to Know

Insight From the Analyst

  • Invest Using Your Heart and Your Head

Executive Overview

  • Definition

Research Highlights

  • Measuring the Financial Return of CX Projects Is Improving
    • Related Research
  • The Process for Business Outcome Monetization
    • Related Research
  • Applying the Process of Monetization to Your Customer Experience Initiatives
    • Related Research

Related Priorities

Gartner Analysts Supporting This Trend

Related Resources

  • Webinars
  • Articles

Gartner Recommended Reading

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