Customer Loyalty and Experience Transformation

Prioritize customer experience over channels to build stronger, sustainable customer relationships

CX leaders must develop a customer-first, channel second strategy to drive customer loyalty.

As businesses become more customer experience focused, many CMOs are also assuming the role of the ‘Chief Customer Officer'.

Even though digital commerce continues to be a leading priority for marketing leaders, they fail to understand how digital touchpoints and CX fit into the greater set of customer needs, wants and goals. While a customer-focused strategy is critical to business success, brands still fail to prioritize customer-centric strategies because they leapfrog to a channel as a solution instead of creating a clear, customer-centric value statement. 

Download Gartner's "CMOs: Time to Be More Customer-Centric" Research to:

  • Discover insights into creating a customer-first strategy 
  • Improve CX to drive customer loyalty 
  • Learn how to define customer journey
  • Leverage a tool to help you reflect your target customer's goals

Download Research

Develop an effective CX strategy to build sustainable customer relationships

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    Marketing Leadership Roles Are More Customer Focused Today- 4 Questions Answered!

    How Gartner addresses your top customer experience challenges

    Successful customer experience leaders are keeping their customers at the focus, becoming experts on consumer behaviors, the competitive landscape, historical business performance and wider megatrends. This requires the right organization, governance, metrics and engagement. Gartner can provide customer experience leaders with robust benchmarks, tactical tools and guides, and peer-sourced best practices to help them make informed decisions and execute initiatives quickly.

    The Role of Marketing Leaders is Changing To Be More Customer-Centric

    As organizations shift focus to be more customer-centric, marketing leaders are leading the charge in this endeavour. Discover what is driving this change in the role of marketing leadership and how they should accordingly evolve their customer experience strategies.

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    Deliver Results with these Customer Journey Maps

    Customer experience leaders have established the importance of customer journey maps and how using them in their initiatives exceeds or meets customer expectations. But some still struggle to use them effectively. This Gartner guide is your step-by-step go-to for a spot on CX strategy.

    Improve CX Journey

    While Amping Up Your Customer Experience,
    Don't Forget To Measure Marketing's Impact

    Marketing teams aspire to reach higher levels of maturity, understand ROI, inform investments and optimize campaigns. Improve your analytics measurement strategy with these four methods.

    Discover Now

    Get Global Recognition

    If you have a Communications and/or Marketing Leader who has achieved outstanding success in their role and has truly pushed boundaries, it's time to showcase their attributes and achievements to the world.
    Submit your entry for the Gartner Marketing and Communications Awards and stand a chance to have your leader globally recognized!
    Learn more here: https://www.gartner.com/en/about/awards/marketing-and-communications-awards

    Questions about becoming a Gartner client?
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    New to Customer Experience Leader Role?

    Customer experience covers a lot of ground within organizations. Understanding its wide scope while focusing resources on high impact activities must be the primary focus for a Customer Experience leader in the first months of their tenure.

    Article

    The Customer Experience Marketing Leader’s First 100 Days

    Creating early wins requires a bold CX approach.

    Read Article

    Research

    Spark Cross-Functional Collaboration

    Review the Gartner 2019 Customer Experience Management Survey.

    View Research

    Research

    Identify your Top Challenges

    Develop a strategy that wins.

    Download Sample Plan

    Gartner was a natural place to start to seek the help of; we want to build out an environment where we’re looking at all of our customer data to build better experiences, build better analytics and build better products.

    Patricia Beecherl

    Executive Director, Marketing, Consumers Energy, AARP

    Experience Marketing and Communications conferences

    Join your peers for the unveiling of the latest insights at Gartner conferences.

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    Customer Experience questions Gartner can help answer

    A great customer experience helps customer experience leaders establish a point of differentiation from its competitors and recognize how customers consider, buy, use and recommend products and services, thereby lifting satisfaction, loyalty and advocacy.

    A successful customer experience leader focuses on experiences that help turn prospects into customers and finally to loyal advocates.

    A customer-centric approach with a solid understanding of the customer, balancing of brand benefits, and building quality relationships is the need of the hour!

    A process-driven understanding of your ideal customer, to be able to better attract and retain the customers your brand wants and turn them into business-driving champions makes for a great customer experience.

    Gartner is a trusted advisor and an objective resource for more than 15,000 enterprises in 100+ countries.

    Learn more about how we can help you achieve your mission-critical priorities.