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 customer experience (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.

… 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.

Why should customer experience be important to CIOs?

  • 75% of organizations are just getting started or in the early stages of their customer experience journey.
  • Customer experience is a cross-enterprise initiative — every business unit has a role to play, but in most organizations, there is very little coordination.
  • CIOs need to step up — as the hub for customer information, customer-focused initiatives and business impact, they have a vital role to play.
  • However, CIOs are struggling to define their role, how to prioritize and measure impact, define their customers’ journey and truly partner with their C-suite peers.

Customer and user experience spotlight sessions:

  • How ContinuousNext Will Impact the Future of Customer Experience - Don Scheibenreif, Distinguished VP Analyst Gartner
  • How Will CRM Applications Support Your Future Digital Business Models - Gene Alvarez, Distinguished VP Analyst Gartner
  • The Leading Trends in Digital Experience — 2020 - Magnus Revang, VP Analyst Gartner


View Aligned Sessions