Gartner Information Technology Research

How CIOs Foster Innovation by Listening to the Customers or Ignoring Them

Published: 09 March 2020

ID: G00466316

Analyst(s): Owen Chen , Daniel Sun , Arnold Gao


Many CIOs are expected to take leadership responsibility in innovation initiatives in their organizations. Before anything else, CIOs need to focus on understanding customers and aligning with business priorities to drive innovation successfully.

Table Of Contents
  • Key Challenges



  • Plan Your Customer-Centric Approach by Defining What Works and What Does Not Work Through Collecting VoC
  • Make Sure Your Customer-Centric Approach Aligns With Your Innovation Goals
  • Avoid Misinterpreting When Collecting VoC
  • Bottom Line

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