Gartner Research

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

Published: 08 March 2019

ID: G00382057

Analyst(s): Nadine LeBlanc , Jim Davies


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

Gartner Recommended Reading

©2022 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Purchase this Document

To purchase this document, you will need to register or sign in above

Become a client

Learn how to access this content as a Gartner client.