Gartner Research

Customer Experience Leadership and Management Primer for 2019

Published: 05 February 2019

ID: G00710091

Analyst(s): Augie Ray , Jane-Anne Mennella , Simon Yates

Summary

Successful customer experience leaders do more than identify and solve customer problems. They put the pieces in place to demonstrate the business benefits of CX and lead the shift to a more customer-centric culture. This requires the right organization, governance, metrics and engagement.

Table Of Contents

Scope

Analysis

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Planned Research

Suggested First Steps

Essential Reading

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