Leaders across every part of the enterprise are claiming to place experience at the center of their strategies. But talking is not the same as doing. A growing subset is taking action and reaping the rewards. Businesses that fail to do so risk falling behind their more savvy competitors. Those who are successful in improving the customer, employee and user experiences are being disproportionately rewarded. And those who are missing the mark are being disproportionately punished.
The promise (and sometimes the reality) of technology has set expectations for every interaction that cannot be undone. Technology has, in essence, shifted power to the user. Understanding that shift is fundamental when thinking about the future of experience. It has touched everyone.
Free ResearchFuture of Experience: A Gartner Theme Insight Report
Gartner ThinkcastEmbrace the Future of Experience