Gartner Research

How IT Can Strengthen Customer Experience Governance

Application leaders supporting CX can bring unique skills from IT to increase a CX strategy's chances for success.

Analysts: Don Scheibenreif, Michael Chiu, Cassandra Nordlund, Ed Thompson

Without consistent execution and operational standards, end-to-end management of customer experience (CX) across the enterprise is almost impossible. Additionally, CX increasingly relies on technology, leading IT to become more involved in strategy and governance.

As an application leader supporting CX, this research can help you become an informed, active and invaluable contributor to a successful CX steering committee. It will help you to connect IT’s governance strengths to the goals of CX governance and, ultimately, it will help you to create a meaningful customer experience.

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