Gartner Research

The Essence of a Customer Experience Strategy

Published: 03 August 2020

ID: G00720549

Analyst(s): Ed Thompson , Michael Chiu , Don Scheibenreif , Augie Ray


All strategies need to state where you will play, how you will win and what capabilities you will need. Application leaders must ensure which customers their strategies do or do not apply to, how success will be achieved and measured, and what capabilities and resources will be needed to succeed.

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