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 is a Gartner Q&A that answers  some of your most pressing customer and user experience questions as well as the 2019 Gartner opening keynote.

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.

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

2019 Gartner IT Symposium/Xpo Opening Keynote