Supply Chain Customer Experience Management

Improve your supply chain customer fulfillment efforts

Implementing customer-centric processes and solutions

Only 27% of companies believe they offer service that is superior to their competitors’ service. That means nearly three-quarters of companies do not exploit the supply chain customer service function to gauge customer satisfaction and improve customer experience (CX) overall for competitive advantage.

27% of companies believe they offer service that is superior to their competitors.
Future capacity constraints and increasing product complexity will stretch supply chains, pushing organizations to look for more creative ways of delivering products to customers. Leading supply chains recognize the need to partner with the business for growth, while also driving efficiencies.

Stan Aronow

VP, Distinguished Advisor, Gartner

How we address your top challenges

Leading supply chain executives realize that customer satisfaction should be a key indicator in gauging the success of their supply chain operation. Gartner can lead organizations to develop deeper customer understanding, prioritize customer-focused initiatives, and balance foundational capabilities with those focused on competitive differentiation and innovtion

Winning in the Turns: Supply Chain Customer Fulfillment Action Guide

While some organizations focus only on short-term mitigation tactics, top performers defy conventional thinking by maintaining focus on long-term strategy and implementing preconceived plans when disruptions occur. Customer fulfillment leaders must prepare and lead through all manner of turns.

How Supply Chain Leaders Can Use Voice of the Customer to Improve Customer Experience

Leveraging voice-of-the-customer insight helps the supply chain play an active role in defining and responding to customer needs. This research helps supply chain leaders focused on fulfillment to leverage the voice of the customer to improve service and enhance the customer experience.

Create Supply Chain Joint Value With Customer Collaboration

Customer collaboration is at the top of many chief supply chain officer (CSCO) agendas because of the potential growth and value it can create. However, changes in the application of digital technologies and inadequate partnerships can negatively impact supplier and customer value. This Gartner webinar offers insights on the importance of customer collaboration.

Questions about becoming a Gartner client?

Gartner Supply Chain Symposium/Xpo™

The World’s Most Important Gathering of CSCOs and Supply Chain Executives

At Gartner Supply Chain Symposium/Xpo™ 2020, CSCOs and their leadership teams gain a strategic view of the trends disrupting their business. Through collaboration with Gartner experts, thought leaders, industry peers and solution providers, you’ll explore new ways to approach your most critical challenges and achieve greater impact as a leader.

Before coming to this conference, I thought I would get information on how supply chains run in different companies. It exceeded my expectations on digitalization, what it means and how to get there ... I gained a lot from this conference and linked up with like-minded peers.

James Chu

Avery Dennison

Gartner experts are trusted advisors for 2,500+ supply chain leaders and executives

Gartner helps organizations grow and maintain ownership of strategic initiatives. Make the right decisions with trusted insights and objective advice.