Customer experience

Increase customer loyalty and retention with smart CX strategy

Develop a high impact and innovative CX Strategy

A great customer experience strategy is vital to the satisfaction and loyalty of a company’s customer base. Over 70% of CX leaders struggle to design projects that increase customer loyalty and achieve results. Marketing leaders must develop effective customer experience strategies to optimise customer interactions and drive business outcomes.

Download our research to learn how to create a differentiated and value-driven customer experience (CX) strategy.

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    If you are customer-first and do it in a smart way, then it can help the company. So what we really coach our clients on is to understand their data, to tie the satisfaction scores back to operational and transactional data, and to be able to tell leaders why it matters.

    Augie Ray

    VP Analyst, Gartner Research & Advisory

    Deliver on high-value customer experience investments

    In today’s uncertain times, it is getting harder for marketing leaders to build customer confidence in their brands, increase customer satisfaction and drive customer loyalty. Customer experience is key to exceeding your customers’ expectations. In looking to improve and implement positive customer experience management across the enterprise, Gartner research has found that top marketers need to understand key customer personas and design and optimise interactions to deliver innovation.

    Graphic displaying Gartner's Buy/Own/Advocate Model, which maps the entire customer journey.

    Customer Experience Insights you can use

    Great customer experience management and customer service will ensure you will have long, loyal relationships with customers. Gartner's experienced experts, backed by unbiased data, will support you in protecting your investment, and developing a great customer experience strategy that improves customer satisfaction and drives customer loyalty.

    The Secret to Unleash Your CX Advantage

    Customer experience (CX) efforts remain inconsistent in many organisations, but 2020 could be a game-changer. In an age when consumers can reach a competitor in a click, CX is the key differentiator Watch this on-demand webinar to get the answers and advice you need to make CX your true differentiator and drive customer loyalty.

    Redesign Your Website to Do What Your Customers Want

    Brands make the common mistake of designing a website to focus on what they want the customer to know. Customers quickly get annoyed, distracted and baffled by sites that try to serve everyone with every need. Find out how marketers with under-performing sites can effectively drive customer conversions and improve customer retention.

    Measure and Communicate the Ways Customer Experience Impacts Your Business

    81% of marketers say their companies will compete on the basis of CX in two years. Most are destined to under-deliver. Watch Augie Ray, Gartner VP Analyst, address the four common mistakes that marketers should strive to avoid when looking to deliver value and making CX matter to leadership.

    How We Help Enhance Customer Experience and Increase Customer Satisfaction

    Our experienced experts, backed by unbiased data, will support you in protecting your investment and developing an effective strategy to deliver a better customer experience that wins with customers and your C-suite and drives customer loyalty.

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    AARP Takes on Differentiated CX for Their Increasingly Tech-Savvy Members

    AARP saw the opportunity to deliver differentiated value that built on their reputation for exceptional customer service in digital. The AARP Member Experience Team recognised that major change was required from a technology, data and governance perspective to go from 25 years of a direct mail strategy to a personalised experience in the digital world.

    Gartner Topic experts

    We understand your challenges. We have been there. Our experts bring fresh ideas and best practices from years of success in the field — providing you with the confidence to lead boldly and help your team execute.

    Richard A DeLisi
    VP, Advisory

    Laurel Erickson
    Senior Director Analyst

    Andrew Frank
    Distinguished VP Analyst

    Charles S. Golvin
    Senior Director Analyst

    FAQs to Optimise Customer Experience

    Customer experience is dedicated to improving the end-to-end journey for customers. A positive customer experience can help improve customer retention and loyalty. It can also help convert customers into loyal brand advocates.

    1. Persona development: Marketers often do not start with good personas. At times, they mix up what segments, and personas are. Segments are what the customer means to the brand, while personas are what the brand, means to the customer.
    2. Understanding your customer data: Many times organisations are not focused on understanding the customer. They think they know the customer. They think they know what the problem is, however in many cases they end up seeing only the things that are at the surface and not the crux of the issue.
    3. Proving the value of your CX programme: Another very important issue that customer experience leaders struggling with is that they do not do the work that is required to make customer experience matter to leaders. They understand that they want to be customer-centric. But as budgets start to mount, or as CX programmes begin to offer challenges to the status quo, that support evaporates.

    Successful CMOs improve CX from strategy through execution by placing the customer at the forefront of every business decision. The three pillars on which every successful CX programme is built are:

    1. Understanding the customer better than your competition.
    2. Crafting powerful and differentiated customer experiences.
    3. Building a customer-centric culture.

    Leverage our research Master Three CX Fundamentals for Marketing to learn how to optimise customer experience and drive business outcomes.

    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.