Adopt a Customer-Centric Approach to Drive Customer Experience
"46% of B2B and 28% of B2C Organizations are at the Ad hoc level of CX maturity, while only 29% of B2B and 37% of B2C are at the Establishing level" as per Gartner’s Customer Experience Management Maturity Model, 2020According to Gartner, "As executive leaders seek to enhance CX, they must develop capabilities to build a deep understanding of customer wants and needs. This research outlines three phases to develop foundational capabilities for CX improvement. These are:
- Phase 1: Aligning Leadership and Developing Capabilities
- Phase 2: Leveraging Personas and Journey Mapping to Understand and Design the CX
- Phase 3: Using CJA to Enhance CX"
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Gartner, Adopt a Customer-Centric Approach to Drive Customer Experience, Beth Coppinger, Jason Daigler, Michael Chiu, Simon Bailey, December 28, 2020
*GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.