Gartner Research

Customer Experience Leadership and Management Primer for 2019

Published: 05 February 2019

ID: G00375804

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

Summary

Successful customer experience leaders do more than identify and solve customer problems. They put the pieces in place to demonstrate the business benefits of CX and lead the shift to a more customer-centric culture. This requires the right organization, governance, metrics and engagement.

Table Of Contents

Scope

Analysis

  • Top Challenges and How Gartner Can Help
    • How do I foster changes that create a more customer-centric culture and scale CX thinking throughout the organization?
    • How do I establish the necessary organization to support and sustain the CX program?
    • How should I measure and communicate the ways CX impacts business KPIs?

Related Priorities

  • Suggested First Steps
  • Essential Reading

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