Successful CX programs don't just find and reduce problems in current customer journeys; they also detect and resolve unmet customer needs and wants in innovative ways. CX leaders can use the CX pyramid framework to forge powerful experiences that deliver greater customer loyalty and brand advocacy.
- Use the CX Pyramid to Identify Powerful Opportunities in Customer Journeys
- Identify and Resolve Risks in Innovative Customer Experiences
- Set Appropriate Expectations and Goals When Launching Innovative Customer Experiences
- What to Do Next
Gartner Recommended Reading
©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.