Gartner Research

Quick Wins Drive High-Impact Customer Experience Programs Forward

Published: 22 January 2020

ID: G00465589

Analyst(s): Augie Ray


Customer experience initiatives are often thwarted by analysis paralysis, complacency, overwhelming project scopes and resistance to change. Customer experience leaders need to identify quick wins to generate momentum for the more involved next steps.

Table Of Contents
  • Key Challenges



  • Advance Your Understanding of Customers by Pairing Quick Wins With Their Substantial Next Steps
    • Customer Effort
    • Personas
    • Make CX Metrics Work for You
  • Craft Better Customer Experiences With Quick Wins that Reveal Necessary Near-Term Improvements and Inform Long-Term Implementation
    • First-Time Customers and Onboarding
    • Customer Wait Times
    • Customer Experiences You Admire
  • Analyze Your Language and Customer Feedback Mix to Contribute to a Customer-Centric Culture
    • Fix Your Language

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