Customers are more empowered than ever before, comparing experiences across industries and forcing regulators and governments to be more accountable. With customer experience (CX) management at the top of most CEOs’ agendas, it must also be a priority for CIOs and IT executives.

At Gartner IT Symposium/Xpo™, discover how to create a superior CX that serves as a sustainable differentiator. Below are answers to some of the most pressing customer and user experience questions as well as highlighted sessions at this year’s conference.

Q&A with Gartner experts Jim Davies, VP Analyst, and Dennis Gaughan, Distinguished VP Analyst, on customer and user experience

In a recent Gartner CX leader’s survey, three-quarters of respondents say that their organization has increased technology investment for CX in 2019. Customer analytics continues to be one of the biggest technology investments for CX, with a focus on areas such as AI, customer journey analysis, customer needs analysis, voice of the customer (VoC) and digital marketing.

The top mistakes organizations make with their CX initiatives include the absence of a clearly defined CX vision, an inability to measure the voice of the customer, an ineffective governance structure, poor project prioritization and an inability to measure the business benefits.

IT executives are working actively with CX leaders to help provide a CX project portfolio, build a metrics dashboard with an equal balance of leading indicators of CX success and lagging indicators of financial success. They are helping to introduce innovative tools that will support newly designed customer journeys that will ultimately transform the customer experience.

… face a CX crisis that can result in the removal of funding for a CX initiative or its cancellation. This in turn may lead to a decline in the quality of CX provided, weakened financial performance of the organization and an erosion of competitive position.

Customer and user experience spotlight sessions in 2019

  • Without Great Employee Experience, You Can Forget Great Customer Experience   Gene Phifer, Distinguished VP Analyst
 
  • CIOs Must Drive Customer Experience Strategy to Succeed in Digital Business   Gene Alvarez, Distinguished VP Analyst
 
  • The Leading Trends in Digital Experience — 2020   Anthony Mullen, Senior Director Analyst