Gartner Research

I&O Leaders Must Use Monitoring Metrics to Optimize Customer Experience

Published: 28 February 2019

ID: G00370467

Analyst(s): Sanjit Ganguli , Michael Chiu


Many IT operations monitoring initiatives are undertaken without an understanding of how customer experience is measured in other parts of the organization. I&O leaders should leverage their IT operations monitoring solutions for CX purposes or risk ignoring the most important priority — customers.

Table Of Contents
  • Key Challenges



  • Use IT Operations Monitoring Tools to Collect and Report on CX-Relevant Metrics and Data
  • Identify the Organization’s CX Teams That Track Customer Experience and Performance of CX Initiatives

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