Gartner Research

Why Customer Experience Must Be a Top Priority for Product Managers

Published: 19 March 2019

ID: G00383082

Analyst(s): Clifton Gilley , Jessica Ekholm


Customer experience is critical for product success, but many technology product managers are pressured into cutting customer experience corners in favor of rapid delivery. Technology product managers need to become convincing evangelists to push the importance of CX to the forefront.

Table Of Contents


  • Why CX Matters
    • Definition of Customer Experience
  • Why CX Matters to Product Managers
    • CX Improves Loyalty
    • CX Improves Overall Customer Satisfaction
    • CX Increases Customer Lifetime Value and Retention

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