Gartner Research

2019 Customer Experience Management Study: Marketers Take More Control as CX Expectations and Budgets Rise

Published: 11 October 2019

ID: G00431381

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


Many organizations execute customer experience inconsistently. Gartner’s 2019 Customer Experience Management Survey shows marketing departments taking more CX responsibility. But CX leaders in all departments must improve collaboration and deliver gains that justify growing CX budgets.

Table Of Contents

Survey Objective

Data Insights

  • Marketing Is Taking Control of More CX Aspects, but Responsibility for CX Remains Distributed and Collaboration Must Improve
    • Recommendations
  • Chief Experience and Customer Officers Are More Prevalent, and Unlikely to Report to the CMO
    • Recommendations
  • CX Results Are Improving, and CX Leaders Know How Their Efforts Impact the Top and Bottom Line
    • Recommendations
  • Customer Experience Budgets Are Expected to Rise in the Next Two Years
    • Recommendations
  • Future CX Expectations Remain High, but the Promise of CX Is Not Being Realized as Quickly as Expected
    • Recommendations
  • Methodology
  • Definitions
    • Additional research contribution and review:

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