Gartner Research

How to Successfully Scale Customer Experience Initiatives in Your Supply Chain

Published: 18 May 2018

ID: G00349769

Analyst(s): Lisa Callinan


Companies new to customer experience management need to pick up the pace of their CX efforts to stay competitive in the eyes of their customers. This research helps supply chain leaders grow a CX improvement program that drives process improvement, operational agility and customer outcomes.

Table Of Contents
  • Key Challenges



  • Use Customer Data and Insight to Set the Right Mix of Projects
  • Focus on Supply Chain Processes That Matter Most to Customers
    • Step No. 1: Audit Processes
    • Step No. 2: Identify Importance for Customers
    • Step No. 3: Prioritize Customer-Valued Processes
    • Step No. 4: Assign Change Ownership
    • Step No. 5: Formalize With Service-Level Agreements
    • Step No. 6. Measure Success as the Customer Measures It
  • Measure Performance Through the Eyes of Your Customer

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