Improve Customer Experience by Focusing on the Fundamentals

Although many organizations have enthusiastically embraced the importance of customer experience (CX), few have been able to turn it into a competitive advantage. Gartner research shows that most companies have hit a customer experience plateau. How do you get over that plateau and turn CX to your advantage? Join this complimentary Gartner customer experience webinar as Gartner expert Ilona Hansen delves into the fundamentals of customer experience, including how to measure it, how to get started on it, and how to better understand your customers. We will explore some of the key customer experience tools, such as personas and customer journey maps. You will walk away from this session with answers to your vital questions and recommended actions to help you achieve your goals.

• Measure customer experience (CX)

• Build a customer experience strategy

• Utilize personas and customer journey maps

Return to this web page to watch the webinar. Contact us at gartnerwebinars@gartner.com with questions about viewing this webinar.