Gartner Research

China Summary Translation: '5 Steps to Understand Customers More Efficiently Through AI'

Published: 08 May 2019

ID: G00389515

Analyst(s): Jessica Ekholm , Ben Lee


Through 2021, organizations must elevate the customer experience to being as important as pricing and the product. Application leaders should follow five steps, including formulating the CX strategy and choosing the most suitable AI solution, to get faster, real-time understanding of customers.

Table Of Contents



5 Steps to Understand Customers More Efficiently Through AI

  • Key Challenges
  • Recommendations



  • Step 1: Formulate Your Customer Experience Strategy
  • Step 2: Map and Analyze Your Customer Journeys
  • Step 3: Familiarize Yourself With the AI Solution(s) Suitable to Understand Your Customers — Faster and More Efficiently
  • Step 4: Decide Whether to Build or Buy
  • Step 5: Track and Measure Success

Gartner Recommended Reading

©2022 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.