Gartner® Report

Adopt a Customer-Centric Approach to Drive Customer Experience

Adopt a Customer-Centric Approach to CX, Gartner Report

Per Gartner, “today technology provides consumers with considerable power to shape perceptions of brands and services. Consumers are increasingly in charge of the message they are sending back to suppliers about their likes and dislikes and their requirements compared to what is actually being delivered. These demands are spilling over from B2C into B2B business relationships, driving customers across industries to seek greater levels of personalization and responsiveness. In all cases, data regarding customer wants and needs is rapidly increasing.”

Who should download this report:

  • Executives seeking to develop a customer-centric business approach
  • Customer Experience and Voice of Customer leaders

Gartner® Report: Adopt a Customer-Centric Approach to Drive Customer Experience. Beth Coppinger, Jason Daigler, Michael Chiu, Simon Bailey, 28 December 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

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