Published: 26 June 2024
The Gartner IT Score for Customer Experience reveals that 70% of organizations are still at early-stage levels of customer experience maturity, despite recognizing its importance. Application leaders can accelerate their organization’s CX maturity by improving collaboration, metrics and recognition.
Application leaders supporting customer-facing initiatives can influence the CIO and the broader organization on how to best take advantage of technology to improve the customer experience (CX).
Without proper metrics and a compelling narrative, many within the organization lack an understanding of why CX is vital or how to improve customer-centric outcomes.
Employees are typically rewarded for improving efficiency and margin, but often do not feel recognized for delivering customer-centric solutions.
Organizations that completed Gartner’s IT Score for Customer Experience rate “roles and governance” as the least important of nine CX attributes.
Build a compelling narrative that connects CX
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Analysts:
Don Scheibenreif, Michael Chiu, Augie Ray, Leah Leachman, Chad Storlie
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