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Gartner® Customer Experience in an ‘As-a-Service’ Model:

A Top Supply Chain Trend for 2022

The objective of positive customer experience is to increase customer sentiment, loyalty, and satisfaction to generate sustainable growth. While many Brands place focus on marketing and communication initiatives to boost their metrics, it’s becoming increasingly apparent that customers are more interested in the value-added services that the company delivers.

Today, supply chain management is just as important as omnichannel engagement. From procurement to product lifecycle, logistics, and order management, there is opportunity to improve CX every step of the way. In fact, 97% of supply chain leaders from across a wide variety of business-to-business (B2B) and business-to-consumer (B2C) industries said that they are being asked to improve CX as part of their organizations’ digital business strategy.


By downloading this complimentary research note from Gartner, both Supply Chain and CX Leaders will learn how to:

Implement a more immediate and dynamic feedback process for XaaS customers using voice of the customer (VoC) data to derive insight and identify changes that reduce the effort for customers.

Prioritize CX initiatives for XaaS by delivering on impact to customer metrics by linking data and insight to an overarching strategy.

Establish a cross-enterprise team to drive agreement and alignment to what needs to be done to ensure positive CX across the various functions for XaaS.

Establish a governance process with clear roles and rules of engagement with potential trade-offs between XaaS and product-oriented business models if operating in a cross-enterprise model.

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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® Customer Experience in an ‘As-a-Service’ Model: A Top Supply Chain Trend for 2022, 11 January, 2022, KC Quah