Customer and User Experience

Explore the latest conference topics and stay ahead

Succeeding in a digital business world requires a workforce that is inspired, engaged and ready to take on new ways of working. CIOs can leverage this resource by ensuring their leadership acknowledges that the No. 1 priority is people, both individuals and teams, and that they must develop, execute and communicate a plan that puts people at the center. This includes ensuring that the IT organization has the right combination of skills, competencies and experience. CIOs can build a high-performance workforce by taking a comprehensive view and approach to their people practices.

At Gartner IT Symposium/Xpo®, CIOs and IT executives will learn how to differentiate cultural characteristics from operating model constructs, and recruit and retain the talent needed to succeed in a highly competitive business environment.

Below is a Gartner Q&A to answer some of your most pressing leadership, people and culture questions as well as the 2019 Gartner opening keynote.

2020 sessions include:

  • The Leading Trends in Digital Experience — 2020
  • Creating a Personalized Customer/Employee Experience-Focused Culture
  • CIOs Must Drive Customer Experience Strategy to Succeed in Digital Business
  • When Things Become Customers: Get Ready for Earth’s Ultimate Emerging Market

Key customer experience topics:

  • Leading trends in customer experience
  • Creating employee experiences
  • Preparing for the next generation customer
  • Accelerating customer experience success

1-min conference sneak peak

Meet with Gartner analysts specializing in customer and user experience:

As part of your experience on site at Gartner IT Symposium/Xpo, you can meet privately with a Gartner expert to discuss any topic of your choosing. One-on-Ones give you the ability to get personalized, expert advice that you can take back to the office. Explore the Gartner experts who specialize in customer and user experience.

Customer and user experience Gartner experts:

  • Michelle Duerst - Sr. Director Analyst
  • Bill Finnerty - Sr. Director Analyst
  • Chris Howard - Distinguished VP Analyst
  • Don Scheibenreif - Distinguished VP Analyst

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. 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.

2019 Gartner IT Symposium/Xpo Opening Keynote