Gartner Research

Leverage User Research to Inform, Improve and Inspire Your Customer Experience

Published: 14 March 2019

ID: G00378364

Analyst(s): Jane-Anne Mennella


Customer experience leaders need insights into customer goals, needs, expectations and behaviors to support successful CX initiatives. Use this research to understand how user research methodologies help you build productive and powerful customer experiences.

Table Of Contents
  • Key Challenges



  • Dispel Misconceptions About Conducting User Research and Educate Others on the Benefits of User Research
  • Combine Qualitative and Quantitative Insights to Create Powerful Experiences
  • Identify the Insights Needed and Select the Right Methodologies

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