Gartner® Customer Experience Management Framework

Creating a world-class customer experience isn’t easy — that’s why so many brands invest in their customer experience programs. But what’s the best way to build a CX program to drive measurable results and improve customer relationships? If you’ve been wondering how to make that happen, this infographic is the perfect resource for you.

Gartner created a framework that can help brands in any industry manage and improve their customer experience. In this infographic, you’ll find the three pillars, nine business capabilities, and 19 activities you need to build and execute a successful customer experience initiative. Best of all, Gartner covered every part of the process — from just starting out, to identifying gaps, to assessing CX management maturity, it’s all here.

Check out the infographic today to lead your CX initiatives with confidence.

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.

Gartner, Infographic: Customer Experience Management Framework, Ed Thompson, 2 March 2021