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

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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

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