Improve Your Customer Experience by Knowing Which Initiatives Are Most Important

“86% of respondents surveyed mentioned that they will compete on the basis of CX two years from now, as per Gartner Customer Experience Management Survey, 2019.”

Getting customers wrong in today’s environment risks having them decamp for a competitor, or to even disavow your organization without having an alternative option lined up. Gartner recommends that when prioritizing the CX projects, executive leaders should:

  • Score each CX experience project according to these six criteria: benefits to customers; consequences of inaction; financial ROI/direct payback; ease of implementation; strategic alignment; and risk avoidance.
  • Tailor the methodology to your organization’s key focus areas by adjusting the scoring weights accordingly.
  • Operationalize your CX prioritization process by involving other departments early and incorporating their input into project scoring.

Clear Business Impact

Increase in Sales conversion
Cost savings
CSAT Level

Related Resources

About IGT

IGT Solutions (IGT) is committed to simplify complex customer interactions while delivering a seamless experience. It provides integrated BPM, Technology, and Digital Services & Solutions for clients across E-Commerce, Retail, Fast Growing Tech, Travel and Hospitality industries.
Years of Experience

CX & Technology Specialists

Delivery Centers in 10 Countries
Marquee Clients Worldwide

Fastest-growing BPO Companies - Gartner


in CX Services
- Nelson Hall

We're here to help.

Fill in your details below. Your information is safe with us.

    Gartner, Improve Your Customer Experience by Knowing Which Initiatives Are Most Important, Daniel Crystal, December 17, 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.