Gartner Research

Customer Centricity at Key Decision Points (Lam Research)

Published: 18 July 2019

ID: G00706014

Analyst(s): Customer Experience Research Team

Summary

At Lam Research, planning processes failed to account for customer motivations, needs and expectations. CX leaders could not be part of every meeting to influence the customer experience, so they introduced subtle interventions at high leverage points in existing decision-making processes.

Table Of Contents

Overview

Solution Highlights

Challenge

Results

Recommendations

About This Research

Recommended by the Authors

Presentation Deck

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