A travel industry client wanted to invest in cutting-edge technologies to measure how customers engaged with its services and to enhance customer experience. Using Gartner’s unparalleled expertise in identifying leading technology solution providers and proven customer engagement best practices, the client was able to save time on identifying the right technology solution and mitigate customer engagement risks
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Mission-critical priority
Senior management wanted to make the right technology investments to help establish KPIs that accurately measured customer engagement and implement best practices to improve customer experience.
How Gartner helped
Gartner research helped our client save time by creating a decision framework to shortlist solution providers, make the right technology investments, and measure customer engagement by using KPIs and proven customer engagement techniques from our network of digital leaders across a wide variety of industries.
Business impact
With Gartner for Marketers, the client:
- Validated a decision framework for critical investment decisions
- Identified proven engagement techniques and KPIs from digital leaders across a variety of industries
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