Gartner Research

What ContinuousNext Means for the Future of Customer Experience

Published: 24 June 2019

ID: G00385534

Analyst(s): Don Scheibenreif


ContinuousNext is a formula for success in a world that is constantly changing. Application leaders supporting CX can use this research to prepare their organizations for continuous customer experience.

Table Of Contents
  • Impacts


Impacts and Recommendations

  • Continuous Intelligence Will Enable Continuous Learning About Your Customers and Their Needs
    • Augmented Intelligence
    • Digital Twin of an Organization
  • A Digital Products Mindset Will Shift Your CX Approach From Projects to Continuous Delivery
    • Digital Product Management
    • Privacy
  • Shaping a CX Culture That Adapts to Continual Change Can Be Jump-Started in Small Ways

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