Gartner Research

Survey Analysis: What Works in CX — Results From Gartner’s 2019 Customer Experience Management Survey

Published: 07 February 2020

ID: G00431386

Analyst(s): Augie Ray


Our 2019 Customer Experience Management Survey arms CX leaders with knowledge of the practices associated with CX success. These include early investment in customer research, promoting the financial impact of customer satisfaction, use of key customer personas and adoption of technology.

Table Of Contents

Survey Objective

Data Insights

  • Calculate the ROI of CX to Improve Business Outcomes
    • Recommendations:
  • Establish and Use Personas, and Conduct User Research to Exceed Expectations
    • Recommendations:
  • Aggressive Tech Adoption Is Linked to Exceeding Customer Expectations
    • Recommendations:
  • Methodology
  • Definitions

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