Gartner Research

Survey Analysis: Customer Experience Maturity and Investment Priorities, 2020

Published: 28 July 2020

ID: G00729974

Analyst(s): Ed Thompson , Varun Agarwal , Melissa Davis


Organizations’ customer experience priorities have changed, not only from year to year, but also in response to the COVID-19 pandemic. Application leaders must note emerging trends such as technologies rising in CX investment plans and the growing number of CX projects that make use of IT.

Table Of Contents


Survey Objective

Data Insights



Additional research contribution and review

Gartner Recommended Reading

Note 1: Nine Questions From the Customer Experience Maturity Assessment

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