Gartner Research

CIOs: Make Your Mark on the Customer Experience Initiative

Published: 07 November 2019

Summary

Customer experience is one of the top three mission-critical priorities for most organizations. The CX strategy will not succeed in meeting its goals without technology. CIOs need to mobilize their technology and IT department skills to boost the CX initiative leader or take the lead themselves.

Included in Full Research

  • Key Question
  • Opportunities and Challenges
  • How This Report Will Help
  • Acknowledgments
  • Know Why Technology Has Become Critical to CX
  • Decide How Best to Align Yourself and Your Department to the CX Initiative
  • Increase Your Direct Involvement in the CX Initiative
  • Know What CX Is and Is Not, and Why It Matters More Now
  • Know Why IT Is Becoming Critical to CX
  • Know Your Organization’s Level of CX Maturity
  • Know Who Leads the CX Initiative
  • Know What the Impact of a CX Initiative Is on CIOs and the IT Department
  • Almost All of the 1% of CX Leaders Who Are CIOs Are There Unintentionally
  • The Majority of Organizations Have No CX Leader
  • When There Is a CX Leader, Most CIOs Are Acting in a Close Supporting Role
  • Reprioritize Your Planned IT Projects Based on Their CX Impact
  • You Need to Know When You Have the Choice of Being Involved
  • The Benefits of Greater Involvement Usually Outweigh the Risks
  • Different Ways for a CIO to Start to Be More Involved
  • Different Ways for a CIO to Lead the CX Initiative
  • Seek Out CX Projects That IT Can Assist
  • The Skill Sets CIOs Need for CX Will Need Enhancing
  • Conclusion

Analysts:

Ed Thompson Jenny Sussin

Access Research

Already a Gartner client?

To view this research and much more, become a client.

Speak with a Gartner specialist to learn how you can access peer and practitioner research backed by proprietary data, insights, advice and tools to help you achieve stronger performance.

By clicking the "Continue" button, you are agreeing to the Gartner Terms of Use and Privacy Policy.

Gartner research: Trusted insight for executives and their teams

What is Gartner research?

Gartner research, which includes in-depth proprietary studies, peer and industry best practices, trend analysis and quantitative modeling, enables us to offer innovative approaches that can help you drive stronger, more sustainable business performance.

Gartner research is unique, thanks to:

Independence and objectivity

Our independence as a research firm enables our experts to provide unbiased advice you can trust.

Actionable insights

Not only is Gartner research unbiased, it also contains key take-aways and recommendations for impactful next steps.

Proprietary methodologies

Our research practices and procedures distill large volumes of data into clear, precise recommendations.

Gartner research is just one of our many offerings.

We provide actionable, objective insight to help organizations make smarter, faster decisions to stay ahead of disruption and accelerate growth.

Tap into our experts

We offer one-on-one guidance tailored to your mission-critical priorities.

Pick the right tools and providers

We work with you to select the best-fit providers and tools, so you avoid the costly repercussions of a poor decision.

Create a network

Connect directly with peers to discuss common issues and initiatives and accelerate, validate and solidify your strategy.

Experience CIO and IT Executive conferences

Join your peers for the unveiling of the latest insights at Gartner conferences.

©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.