Customer experience (CX) management is the practice of using customer insight to design and execute a cross-functional CX strategy that increases satisfaction, loyalty and advocacy.

CX strategy and design will include insight and guidance on the following topics:

  • Customer experience strategy: Defining your role in developing and implementing the broad-based CX strategy and making the business case for CX investment and initiatives.
  • Customer experience insight: Developing and driving adoption of insight and tools like VoC, personas and journey maps.
  • Customer experience design: Building and executing an effective CX strategy and prioritizing high-impact CX initiatives.

Plan Features

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

VIEW SAMPLE PLAN

Related Content

 

RESEARCH

The CMO Spend Survey: Powerful insight to deliver results

 

RESEARCH

How to Align Customer Experience with Marketing Channel Operations

 

BLOG

Master Scannable Marketing to Link with Customers Online and Offline

Mike McGuire

July 14, 2017

Customer Experience Strategy and Design Research and Methodologies:

Gartner's 2017 research agenda will help CX leaders across the enterprise map customer journeys, design and optimize interactions and deliver innovations, as well as create competitive advantage and increase customer satisfaction, loyalty and advocacy. In addition, our research can help you collect and analyze more data, creating a fuller and more actionable picture of your customers and their needs. Finally, it will help you to prioritize investments and measure results.

Proprietary Methodologies

 

TOOLS AND METHODOLOGIES

Explore ratings & reviews from senior marketing leaders

 

TOOLS AND METHODOLOGIES

Digital Marketing Transit Map: Simplify today’s landscape

 

TOOLS AND METHODOLOGIES

Marketing Performance Benchmark

Marketers interested in Customer Experience Strategy and Design are also exploring:

RESEARCH AREA

Building a Customer-Centric Culture

RESEARCH AREA

Customer Understanding and Insights

RESEARCH AREA

Digital Commerce