Gartner for Marketers Research

Expert Research October 11, 2019

2019 Customer Experience Management Study

As expectations grow for CX, the budget outlook grows to match, raising the stakes for CX leaders to demonstrate impact. Although marketing departments are taking control of key aspects of CX execution within their organizations, many are neglecting opportunities to spark the necessary cross-functional collaboration.

The results of this survey willl serve as a guide for marketing leaders as they strive to:

  • Ensure CX programs are properly executed across he enterprise
  • Justify and sustain growing CX budgets
  • Collect more powerful CX measures that improve identification and diagnosis of CX problems and drivers

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