Gartner Research

Use Customer Experience Quick Wins as Momentum for High-Impact Programs

Published: 16 January 2019

ID: G00370273

Analyst(s): Michael Chiu


Analysis paralysis, complacency, overwhelming project scopes and resistance to change make it hard to start and succeed with customer experience (CX) initiatives. Application leaders supporting CX need to identify quick wins to generate momentum for the more involved next steps.

Table Of Contents
  • Key Challenges



  • Advance Your Understanding of Customers by Pairing Quick Wins With Their Substantial Next Steps
    • Customer Effort
    • Personas
    • Make CX Metrics Work for You
  • Craft Better Customer Experiences Via Near-Term Identification of Improvements and Their Long-Term Implementation
    • First-Time Customers and Onboarding
    • Customer Wait Times
    • Customer Experiences You Admire
  • Analyze Your Language and Customer Feedback Mix to Contribute to a Customer-Centric Culture
    • Fix Your Language
    • Drive Culture Change

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