Gartner Research

7 Essential Mandates for Customer Experience Leaders

Published: 23 July 2018

ID: G00361214

Analyst(s): Jane-Anne Mennella


Customer experience is recognized as an essential strategy by leading companies. However, CX leaders wrestle with what it means to lead these efforts. They can improve their influence and results by embracing and embodying seven vital CX mandates.

Table Of Contents


  • Mandate No. 1: Shift Perspective to Understanding and Meeting Customer Needs
  • Mandate No. 2: Gather and Distribute Customer Insight
  • Mandate No. 3: Think Horizontally; Act Vertically
  • Mandate No. 4: Keep the Customer at the Center — Embed Design-Thinking Processes
  • Mandate No. 5: Inspire and Incentivize Action
  • Mandate No. 6: Build and/or Support a Test-and-Learn Culture
  • Mandate No. 7: Innovate Continuously

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