Gartner Research

Use Gartner’s New Definition of Customer Experience Management to Align to CX Scope and Goals

Summary

Most organizations have customer experience (CX) programs, but many stakeholders have a poor understanding of what customer experience management (CXM) means. Loyalty and customer relationship leaders must promote a consistent definition to set a successful course for leaders and peers.

Published: 07 April 2021

ID: G00747133

Analyst(s): Augie Ray

Table Of Contents

Overview

Introduction

Analysis

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