Gartner: Drive seamless digital customer experiences with composable UX
Read the report to learn why Gartner recommends you
- Develop and adopt an organization-wide digital experience strategy across multiple touchpoints of the customer journey by unifying experiences through a composable UX.
- Apply the principles of total experience to bridge the digital experience gap by linking CX, UX, employee experience (EX) and multiexperience (MX).
- Architect your composable UX by using the Gartner CX CORE model.
Gartner: Drive seamless digital customer experiences with composable UX
About the report
Key findings
Download this report and incorporate it into your user experience analysis. You will learn why:
- Siloed user experience (UX) approaches based on traditional channel mentality are preventing organizations from delivering a seamless digital customer experience (CX) to internal and external audiences.
- Multiple silos hinder the continuous and fluid CX, while monolithic technologies undermine the consistency of experience.
- Better strategy around customer data management and customer journey intelligence is needed to make composable UX attainable.
Analyzing and understanding the nature of enduring changes in customer behavior will be a key factor for organizations in determining the most effective business strategies for the remainder of the 2020s. What has become clear is that organizations are struggling with delivering seamless digital experiences across channels, and will struggle even more due to the changing behaviors of their customers, partners, constituents and employees.
About the report
Recommendations
For application leaders supporting the customer experience:
- Develop and adopt an organizationwide digital experience strategy across multiple touchpoints of the customer journey by unifying experiences through a composable UX.
- Apply the principles of total experience to bridge the digital experience gap by linking CX, UX, employee experience (EX) and multiexperience (MX).
- Architect your composable UX by using the Gartner CX CORE model.
Gartner, Drive Seamless Digital Customer Experiences With Composable UX, By Irina Guseva, Don Scheibenreif, Jason Wong, Gene Alvarez, John Field, Published 26 October 2021. 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.
