Customer Experience

By 2017, 89% of marketers expect customer experience to be their primary differentiator.

See how marketers across industries are applying digital best practices to differentiate their customer experience.

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Design, deploy and manage digitally led customer experiences

Create truly unique experiences that build lasting customer relationships. Our team will work with you to develop a customized action plan that focuses on the digital opportunities that have the greatest potential to elevate your customer experience.

Plan Features

Industry Best Practices
Rich Persona Frameworks
Step-by-Step Guides
Vendor Assessments
Trend Reports

Related Content 

The Buy/Own/Advocate Customer Experience Journey

Use the Buy/Own/Advocate customer journey model to improve customer experience, create more loyalty & advocacy, and lift marketing & business results.

View Framework

New Rules for B2B Inbound Marketing

Learn how to capitalize on the new mode of B2B buyer behavior with smart social and search marketing techniques.

Read Article

Align Marketing & Customer Experience to Build Loyal Advocates

Customer experience (CX) expert Augie Ray talks through the new Buy/Own/Advocate customer journey model.

View Webinar


Customer Experience Research and Methodologies

Gartner’s proven methodologies and ongoing research are the tools that help us guide marketing leaders to create true competitive differentiation in the customer experience. 

Planned Customer Experience Research for 2016
Gartner's Customer Experience Framework
How to Structure Cross-functional Customer Experience Teams
Market Guide for Voice of Customer Vendors
Creating a Customer Experience Dashboard
How to Manage Customer Experience Metrics
Gartner's Seven Types of Customer Experience Projects
How to Evolve Customer Experience from Operational to Transformational
Five Innovations to Improve the Customer Experience

Proprietary Methodologies

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2016 Market Guide

Evaluate the range of service offerings available to marketers.

Explore 2016 Market Guide

Gartner Maturity Model

Marketing Maturity Assessment

Plot your organization’s maturity across nine digital marketing disciplines.

Explore Marketing Maturity Assessment

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Hype Cycle

Give your business a reality check on the technologies that impact the customer experience.

Explore Hype Cycle

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89% of marketers compete primarily on the basis of customer experience — discrete moments that, together, strengthen or weaken a customer's preference, loyalty and advocacy.

— Jake Sorofman, Simon J. Yates, Augie Ray
‘Customer Experience Primer for 2016’

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