Gartner Research

China Summary Translation: 'Customer Experience 2018 Benchmarks: Turning Return on Investment Into Reality'

Published: 16 May 2019

ID: G00389550

Analyst(s): Nick Ingelbrecht , Sandy Shen


New Gartner survey research shows organizations are focused on realizing ROI in their customer experience improvement projects. Application leaders supporting customer experience must continue to drive increased investments in customer analytics or risk falling behind.

Table Of Contents



Customer Experience 2018 Benchmarks: Turning Return on Investment Into Reality

  • Key Findings
  • Recommendations

Survey Objective

  • Survey Highlights

Data Insights

  • Getting Customer Experience Priorities Right
  • Emerging Technology Opportunities
  • Measuring Customer Experience
  • Measuring ROI
  • Methodology
  • Definitions

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