Customer Experience Strategy and Design

Customer experience can be the multiplier or rate limiter of business results. We’ll help you define and execute CX strategy and increase satisfaction, loyalty and advocacy.

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


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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.

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