Gartner Research

Survey Analysis: Customer Experience Innovation 2018 — A Midsize Enterprise Perspective

Published: 08 March 2019

ID: G00382057

Analyst(s): Nadine LeBlanc, Jim Davies

Summary

Seventy percent of MSE CIOs are expected to enable improved consumer engagement and customer experience for their organizations. MSE CIOs supporting customer experience must remain engaged on an ongoing basis with senior executives and customers to drive meaningful CX investments.

Table Of Contents

Survey Objective

Data Insights

  • MSE Organizations Keep Their Focus on CX Metrics but Without Customer Journey Maps
    • Key Survey Result Findings and Analysis
    • Recommendations
  • MSE CIOs Are Often CX Leaders Reporting to CEOs
    • Key Survey Result Findings and Analysis
    • Recommendations
  • MSEs Must Accurately Capture the ROI for all CX Initiatives
    • Key Survey Result Findings and Analysis
    • Recommendations
  • MSE CX Leaders Are Keeping Pace With Emerging Technologies
    • Key Survey Result Findings and Analysis
    • Recommendations
  • Methodology and Evidence
  • Definitions

Previous Customer Experience Innovation Survey

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