CX leaders must facilitate, help and empower those across the enterprise to understand key customer personas, map customer journeys, design and optimize interactions and deliver innovations.

Doing so creates competitive advantage and increases customer satisfaction, loyalty and advocacy. Use Gartner’s 2018 research on CX strategy and design to bring the highest-value customer experience investments into focus. Our research will help you collect and analyze more data, collaborate on powerful personas and journey maps, and better prioritize investments and measure results. Connect your customer experience to business impact, build better alignment within marketing and across other functions, and use the insight to inform customer experience initiatives.

  • How do I use customer insight to design and improve the customer experience?
  • How do I prioritize customer experience improvement initiatives that deliver the greatest business impact?
  • What tools do I need to develop, design and execute a powerful customer experience?

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

c8e8a16b-6d00-4643-ab9a-0953811c38e2
 

RESEARCH

How to Align Customer Experience with Marketing Channel Operations

80c9cb25-d6c3-4a87-bdfb-fad2a03c269e
 

BLOG

Our Hellish Voice-Activated Future

by Augie Ray

January 10, 2018

 
ef682eb1-ef35-4e28-b894-c6e7b4b06079
 

BLOG

Leadership’s Essential Role in Customer Experience

by Augie Ray

March 27, 2018

 
f5d0fb5a-34c7-4036-96dd-6bb664f3d89c

Customer Experience Strategy and Design Research and Methodologies:

Customer experience management is the practice of designing and reacting to customer interactions to meet or exceed their expectations, leading to greater customer satisfaction, loyalty and advocacy.


Customer experience (CX) strategy and design covers:

  • Customer experience insight: Leverage customer research, and tools like VoC and customer journey analytics to inform personas and journey maps.
  • Customer experience strategy: Build and execute effective CX strategies and prioritize high-impact CX initiatives.
  • Customer experience design: Deploy tools, processes and platforms that allow the organization to design better customer experiences that deliver customer and business outcomes.

Proprietary Methodologies

Peer Insights

METHODOLOGIES AND TOOLS

Explore ratings & reviews from senior marketing leaders

Peer Insights
16c96d7f-6bf8-445b-bbc3-2813a2de3520
 

METHODOLOGIES AND TOOLS

Digital Marketing Transit Map: Simplify today’s landscape

a8bb1be6-940e-4b95-8e35-19d6dbe3d17c
Optimize spend and drive maximum marketing effectiveness.

METHODOLOGIES AND TOOLS

The Marketing Performance Benchmarks tool

Optimize spend and drive maximum marketing effectiveness.
b73268e6-0b40-4cc5-912c-27c5b1d0e76a
 

METHODOLOGIES AND TOOLS

Magic Quadrant Reports 

7f6eb8c3-31ff-4ea7-a35b-877833c8f744

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

RESEARCH AREA

Marketing Data and Analytics

cbec7cf6-4cc2-4a4a-bd9e-21babbcf1e33

RESEARCH AREA

Content Marketing and Management

2171d4b3-dfca-4fad-af50-da6ce0ba2412

RESEARCH AREA

Leading and Managing Marketing

dcb578b8-afa8-4f9f-aa44-a9a897734ba5

RESEARCH AREA

Multichannel Marketing

98790959-418e-4c79-84c6-9713d3e33ad2