Gartner Research

Survey Analysis: Customer Experience Innovation 2017 — A Midsize Enterprise Perspective

Published: 28 August 2017

ID: G00337129

Analyst(s): Jim Davies, Julie Meyer, Nadine LeBlanc

Summary

Midsize enterprises are actively adopting customer experience and emerging AI technologies, but face challenges monetizing ROI from CX investments. Application leaders in MSEs must prioritize initiatives and use affordable technologies that deliver tangible results to keep a competitive edge.

Table Of Contents

Survey Objective

Data Insights

  • CX Survival: Metrics and Return on Investment
  • CX Expansion: Top Priorities and Future Projects
  • CX Ambition: Emerging Technologies, Investments and Success Drivers
  • Methodology
  • Definitions

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