Gartner Research

Customer Experience Primer for 2020

Published: 15 May 2020

ID: G00726600

Analyst(s): Augie Ray

Summary

Successful customer experience programs do more than identify and solve customer issues. They demonstrate the business benefits of CX, build a long-term CX strategy and lead the shift to a more customer-centric culture. This requires the right organization, governance, insights, assets and metrics.

Table Of Contents

Scope

Analysis

Topics

Suggested First Steps

Essential Reading

Tools and Toolkits

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