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Customer experience is the modern competitive battlefield. Eighty-nine percent of marketers today compete primarily on the basis of customer experience. Despite being a cross-functional initiative, marketing leaders are on the hook and on the front lines to deliver results in support of the customer experience mandate. This means designing and delivering exceptional experiences that are digitally led, data-driven and multichannel.

This is no small feat, even for the most aligned and fine-tuned marketing organization. Marketers and customer experience leaders must be precise in defining priorities and diligent in aligning cross-functional resources.

This guide shows you how to holistically approach customer experience, along with three specific steps to take that will align and activate customer experience efforts across your organization.




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logoGartner for Marketers helps you get up to speed on and stay smarter in the eight marketing areas that matter most: social, mobile, multichannel and data-driven marketing, digital commerce, customer experience, marketing management, and emerging marketing technology & trends.

Gartner helps companies improve their business results through the use of technology. Our independent research and advice is trusted by business and technology leaders in more than 10,000 distinct enterprises around the world. Visit www.gartner.com/marketing to learn more.