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October 20, 2021

Gartner IT Symposium/Xpo 2021 Americas: Day 3 Highlights

We are bringing you news and highlights from Gartner IT Symposium/Xpo, taking place this week virtually in the Americas. Below is a collection of the key announcements and insights coming out of the conference. You can also read the highlights here from Day 1 and Day 2

On Day 3 from the conference, we are highlighting CEOs’ concerns for 2022 and the implications for CIOs, the outlook for customer experience and how to build an edge computing strategy. Be sure to check this page throughout the day for updates.

Key Announcements

Signature Series: CEO Concerns 2021-2022 − Implications and Actions for CIOs

Presented by Mark Raskino, Distinguished VP Analyst and Gartner Fellow; Kristin Moyer, Distinguished VP Analyst, Gartner

The pandemic awakened many CEOs to deepen digital change further, which in turn has implications for CIOs. Mark Raskino, Distinguished VP Analyst and Gartner Fellow, and Kristin Moyer, Distinguished VP Analyst at Gartner, explored the latest survey insights on chief executive concerns and how the resulting actions CIOs take must be bold.

Key Takeaways

  • “The top 3 strategic business priorities for CEOs in 2022 are growth, technology initiatives and corporate actions.”  

  • “One-third of CEOs want to aim for higher digital vision and ambition in 2022 and beyond.”

  • “CEOs intend to invest in the kinds of resources CIOs need to drive digital business change: digital capabilities, IT, people and culture, business services, including management consulting, and more.”

  • “Given CEOs’ priorities, CIOs should focus digital change efforts in four key areas: 1) sustainable profitability 2) sharper proposition 3) engaged people and 4) renewed purpose.”

  • “When asked about post-COVID-19 individual and social behavior changes, CEOs are focused on employees more than customers.”

  • “ESG mentions by CEOs as a top strategic business priority are up 303%. Most CEOs agree that ESG is an investment that attracts more customers, investors and talent.”

  • “Artificial intelligence was the most frequently cited technology that CEOs believe will most significantly impact their industries over the next three years.”  

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Customer Experience 2022: Brought to You by the Letter W

Presented by Don Scheibenrief, Distinguished VP Analyst, Gartner

Customer experience (CX) has taken on a renewed importance during the ongoing pandemic for CEOs and Boards of Directors. In his session, Don Scheibenreif, Distinguished VP Analyst at Gartner, shared what to expect from customers in 2022 and how CIOs can create a strong CX.

Key Takeaways

  • “What enterprises know about customers prior to the pandemic is no longer enough.”

  • Defining CX is one of the first steps to effectively providing it: Gartner defines CX as the customer’s perceptions and related feelings caused by the one-off and cumulative effect of interactions.”

  • "The 'where' of the customer has changed from in-person to online, which must be accounted for."

  • “Enterprises not willing to understand shifts in customer behaviors and preferences risk losing them, disappointing them or being out of step with competitors.”  

  • “CIOs have a unique role to play in their company’s CX initiatives: By 2024, organizations with IT teams that understand the needs of customers will outperform other organizations' CX metrics by 20%.”

  • “Factor in the need for employee empathy in CX, or removing barriers that prevent them from serving customers well, such as complicated technology platforms.”

  • “Two CX metrics that are often overlooked, but should be part of any CX initiative, include customer effort score and value enhancement scores.”

Building an Edge Computing Strategy

Presented by Thomas Bittman, Distinguished VP Analyst, Gartner

Edge computing extends an enterprise’s infrastructure, applications and data out to a sprawling edge, creating new opportunities, new interactions, and new challenges. In his session, Thomas Bittman, Distinguished VP Analyst at Gartner, explained how an edge computing strategy will complement and enhance cloud, digital business, and digital workplace strategies.

Key Takeaways

  • “Edge computing is going to change how we do IT.”

  • “Cloud computing is required for digital business, but is not sufficient. Enterprises require going all the way to the edge for complete digitalization.” 

  • “The edge is the physical location where things and people connect with the networked digital world, and edge computing is part of a distributed computing topology where information processing is located close to the edge.”

  • “Edge computing will affect an enterprise’s people, assets, customers and constituents, and therefore requires a strategy prior to it becoming mainstream.”  

  • “There are 5 elements of an edge computing strategy: vision, execution, standards, challenges and use cases.”

  • “Through 2025, half of edge computing solutions deployed without a strategy in place will fail to meet goals in deployment time, functionality and/or cost.”

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