Customer experience (CX) leaders: There are 3️⃣ key factors that can help you meet and exceed expectations. Read more about them here: GartnerCSS CustomerExperience
Most customer experience programs are not delivering on promised differentiation and competitive advantage.
Three factors are essential for CX success: marketing’s role, persona development and end-to-end journey mapping. Improving CX continues to be a priority for organizations, but most programs are not delivering results. Gartner surveyed more than 300 global CX practitioners in Q4 2021 to understand what CX priorities, processes, and measures currently exist and which are most likely to yield success. Respondents reported struggles with budget, support and collaboration.The survey results also indicate that customer satisfaction is associated with growth, margin and profitability.
, VP Analyst at Gartner. “By showing this positive relationship, CMOs better position themselves to prove why CX matters to financial performance and the importance of customer-centric practices to long-term brand health."There are three key factors that help CX leaders meet and exceed expectations.The first and most powerful success driver speaks to marketing’s overall role in CX.
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