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.


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

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. 

View Research Summary
Customer Experience Research Focus for 2017
How Marketers Structure Customer Experience Teams for Success
How Satisfaction Can Be Correlated With Business and Financial Outcomes
How to Create and Measure a Voice-of-the-Customer Strategy
How the Right Reports and Dashboards Can Drive More Customer Experience Action
How Integrating Other Data With Survey Response Improves Customer Experience Planning
How VoC Systems Can Support Better Marketing Actions
How to Encourage and Reward Loyalty and Advocacy to Deliver Customer Experience Benefits
How Mobile Drives Customer Experience Throughout the Customer Journey

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’

Marketers interested in customer experience are also exploring:

Social Marketing

Grow your social marketing program, leverage partners to execute your strategy and establish metrics to communicate ROI.

Digital Commerce

Define, redesign and optimize your organization’s digital commerce strategy to drive revenue growth.

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