Leverage customer experience management framework to successfully deliver your CX initiatives
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Elevate Your Customer Experience Strategy
57% of CEOs and CFOs reported that improving customer experience is their top growth priority.
Enhancing customer experience and strengthening customer growth capabilities is vital for CMOs, considering fewer than half of CEOs and CFOs see marketing as a major driver of growth.
Download the Customer Experience Management Framework infographic to identify three pillars, nine capabilities and 19 activities to successfully deliver a CX management initiative and:
- Assess your organization’s current CX maturity
- Identify gaps in capabilities to set priorities and develop plans to improve
- Clearly demonstrate the growth of CX program to your leaders
About Customer Experience Management
CMOs aiming to drive growth in their organizations must look beyond awareness and acquisition strategies to leverage the benefits delivered by improvements across the entire end-to-end customer experience journey. CMOs who invest more in loyalty and advocacy exceed profitability goals compared to peers who focus more on brand awareness.
Customer experience management practices enable CMOs to enhance the experience both before and after acquisition, delivering brand-building customer satisfaction, loyalty and advocacy. It is crucial for CMOs to evaluate their organization’s maturity in CX operations and identify the most immediate opportunities to strengthen CX programs, enhance customer-centric culture, and execute CX initiatives that deliver stronger customer relationships.
Utilizing the Gartner Customer Experience Management maturity model, CMOs can evaluate their current CX maturity and identify key areas for improvement to enhance overall customer experience.
Customer Experience Management FAQs
What is customer experience?
Customer experience (CX) is the customer’s perceptions and related feelings caused by the one-off and cumulative effect of interactions with a supplier’s employees, systems, channels or products.
What is customer experience management?
Customer experience management (CXM) is the discipline of understanding customers and deploying strategic plans that enable cross-functional efforts and a customer-centric culture to improve satisfaction, loyalty and advocacy.