... conferences and events. Customer-centric marketing offers a valuable outside-in view Develop a deep understanding of customer drivers and critical moments within the customerjourney to build relationships that drive growth and engagement. Customer-centric marketing prioritizes customers over channels Understanding ...
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... Access Research Already a Gartner client? Customerjourney maps can take different forms. To discover actionable improvements in customer experience, CMOs must understand customers’ desired end-to-end journeys. Gartner’s Buy/Own/Advocate journey map offers a useful framework for identifying CX problems ...
... Technology is more deeply interwoven with customer experience (CX) than ever before, giving CIOs unique opportunities to shape and elevate how organizations engage with customers. As the demand for CIO involvement in CX grows, what role should they play in driving these initiatives? This session explores ...
... Already a Gartner client? As CSPs seek retention and growth, investments in customer management and experience components of business support systems incorporating AI are required to advance customer-centricity, customerjourneys, and expansion in B2B. CIOs can utilize this Market Guide to target capabilities ...
Analyst(s): Peter Kjeldsen | Amresh Nandan | Will Rice | Susan Welsh de Grimaldo
... collaboration, upskilling marketers' strategic thinking; influencing marketing team culture; market shaper CMO Demand Generation and Customer Acquisition: Approaches to customerjourney mapping, demand generation best practices, collaboration between marketing and sales, lead management & personas Catalytic Marketing ...
... successful campaigns. B2B CMOs can learn from the success of high-performing brands by creating a more balanced portfolio of campaigns across the customerjourney and using GenAI for campaign execution. Overview Data Insights Gartner Recommended Reading Gartner Research ...
... spend and ROI. Using this tool, demand generation leaders at tech providers can visually describe the value of their martech stack by use case or customerjourney stage to address business case concerns. When to Use Directions for Use Gartner Recommended Reading Gartner Insights Abstract ...
... deploy customer-facing GenAI tools without understanding customer needs or building trust risk low adoption, poor ROI and reputational damage. Based on the 2026 Gartner State of the Customer Survey of more than 3,500 customers, this session explores the impact of AI on customer service journeys and customers ...
... Customerjourney mapping is a powerful technique that can improve customer service, but often fails to deliver meaningful change due to poor scoping and siloed execution. Customer service and support leaders should take an active role and follow best practices to maximize the value of the technique. ...
Analyst(s): Daniel O'Sullivan | Christopher Sladdin