Gartner Research

Customer Experience Design and Execution Primer for 2019

Published: 03 January 2019

ID: G00376832

Analyst(s): Cassandra Nordlund , Simon Yates , Leah Reidy, Augie Ray , Jane-Anne Mennella


Customer experience leaders must have strong command of customer insight, CX best practices and tools, and project development, evaluation and approval processes. Our research will help to improve the design and execution of CX initiatives that drive success for brands and their customers.

Table Of Contents



  • Top Challenges and How Gartner Can Help
    • How do I best understand my customers’ needs, expectations and perceptions?
    • What processes and methodologies do I need to develop, design and execute a powerful customer experience?
    • How do I plan for, prioritize and execute successful CX projects?

Related Priorities

  • Suggested First Steps
  • Essential Reading
  • Tools and Toolkits

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