Gartner Research

Key Customer Experience Foundations for CX Leaders

Published: 03 October 2019

ID: G00451353

Analyst(s): Jane-Anne Mennella , Leah Leachman

Summary

Customer experience is a leading category of investment and a source of competitive advantage and differentiation. Customer experience leaders must begin by laying the foundations with the right insight, processes and vision to create positive CX outcomes and a more customer-centric culture.

Table Of Contents

Analysis

  • Develop Customer Understanding
  • Craft Customer Experiences Using Customer Insights
    • Persona Development
    • Journey Mapping
    • User Experience
    • User Testing
  • Build a Customer-Centric Culture

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