Gartner Research

China Summary Translation: 'How to Prioritize Customer Experience Projects'

Published: 26 February 2019

ID: G00382674

Analyst(s): Sandy Shen , Michael Chiu


Companies in the process of improving their customer experience often take on more projects than their resources can handle. Application leaders can prioritize their customer experience projects by utilizing an objective scoring framework.

Table Of Contents



How to Prioritize Customer Experience Projects

  • Key Challenges
  • Recommendations



  • Score Each Customer Experience Project According to Gartner’s Six Criteria
    • Benefits to Customers
    • Consequences of Inaction
    • Financial ROI/Direct Payback
    • Ease of Implementation
    • Strategic Alignment
    • Risk Avoidance
  • Tailor Criteria Weightings to Reflect Your Organization’s Focus
  • Examine Quick Wins, Timing of Funds, Interdependencies and Sequencing
  • Operationalize the CX Prioritization Process

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