Gartner Research

Predicts 2021: Technology Will Become More Critical to CX With or Without the IT Department

Published: 25 November 2020

ID: G00728139

Analyst(s): Ed Thompson , Michael Chiu , Don Scheibenreif

Summary

Those leading customer experience initiatives believe the use of technology on CX projects will continue to increase. This will happen with or without the IT department. Application leaders supporting CX must reposition and prepare both themselves and their staff to contribute to the CX.

Table Of Contents

Overview

Strategic Planning Assumptions

Analysis

A Look Back

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