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

How have customer and user experience evolved since last year? Have you noticed any major changes in the market, strategy or technology?

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.

What’s one of the biggest mistakes organizations make when it comes to CX?

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.

How are IT executives leveraging CX to transform their organization?

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.

Finish this sentence: If organizations don’t get their CX right, they could …

… 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.

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Customer and user experience spotlight sessions in 2019

Three Bold Strategies for Customer Experience Victory - Don Scheibenreif, Distinguished VP Analyst

The Leading Trends in Digital Experience — 2020 Magnus Revang, VP Analyst

How to Use AI to Create the Customer Experience of the Future - Brian Manusama, Sr Director Analyst