Gartner Research

Key Customer Experience Foundations for CX Leaders

Published: 03 October 2019

ID: G00451353

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


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


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

Gartner Recommended Reading

©2021 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.