Gartner Research

The Customer Experience Marketing Leader’s First 100 Days

Published: 07 August 2018

ID: G00346937

Analyst(s): Augie Ray

Summary

Whether your organization’s customer experience program is new or well-established, you may inherit a program that lacks clear objectives, processes, budgets and teams. As the new CX leader, follow this organized 100-day process to generate early wins and lay a foundation for long-term success.

Table Of Contents

Introduction

The First 100 Days Plan

  • Prepare Phase (Days −10 to 15)
    • Target Outcomes for the Prepare Phase
    • Actions for the Prepare Phase
    • Communications in the Prepare Phase
    • Resources for the Prepare Phase
  • Assess Phase (Days 0 to 30)
    • Target Outcomes for the Assess Phase
    • Actions for the Assess Phase
    • Communications in the Assess Phase
    • Resources for the Assess Phase
  • Plan Phase (Days 15 to 45)
    • Target Outcomes for the Plan Phase
    • Actions for the Plan Phase
    • Communications in the Plan Phase
    • Resources for the Plan Phase
  • Act Phase (Days 30 to 80)
    • Target Outcomes for the Act Phase
    • Actions for the Act Phase
    • Communications in the Act Phase
    • Resources for the Act Phase
  • Measure Phase (Days 45 to 100)
    • Target Outcomes for the Measure Phase
    • Actions for the Measure Phase
    • Communications in the Measure Phase
    • Resources for the Measure Phase

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