In April, Gartner changed their definition of customer experience management. Adam and Jeannie are here to talk about that, but they will also cover it in a much broader fashion that will emphasize the importance of proper customer experience management.

“We are going to talk about something not that exciting, but we are going to make it exciting.”

There’s a big difference between customer experience and customer experience management, which is another central point that will be elaborated on in this episode. It’s a distinction that should interest every leader and anyone working in the customer experience sector.

“You have to be proactive about this. You have to be intentional, and you have to set a strategy.”

In this episode, you’ll learn:

  • Gartner’s change to the definition of customer experience management.
  • Why did Gartner change the definition?
  • The importance of this change.
  • Comparison of the old and new Gartner definition of customer experience management.

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