Gartner Research

CIOs: Make Your Mark on the Customer Experience Initiative

Published: 07 November 2019


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


Ed Thompson Jenny Sussin

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