Gartner Research

The Gartner CX CORE Model and Its Implications for Product Managers

Published: 11 July 2022

Summary

High-tech companies lag behind all other industries in their CX maturity. Product managers should adopt the CX CORE model to create customer-centric product decisions, and intelligently coordinate cross-organizational capabilities matched with technology and data enablers to improve CX.

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Overview

Key Findings
  • High-tech companies report greater customer experience (CX) struggles than other industries, especially with the collaboration and coordination for the building blocks of CX maturity, such as customer journeys, and aligning experiences.

  • Inconsistenttracking of customer-centric metrics and the inability to see the metrics aggregated into a customer journey view in real time make it difficult for product managers (PMs) to act on customer struggles and crises.

  • The Gartner CX Customers, Organization, Relationships, Experience (CORE) model requires intelligent coordination of the points of interaction, especially with products/services, so PMs can improve B2B CX.

Recommendations

To build compelling CX, PMs in technology and service

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