IT is a CX leader's ally and also the most difficult to work with

There are three primary solutions for cultivating and maintaining CX: artificial intelligence, omnichannel and continuous intelligence. ORLANDO, Fla. -- Customer experience (CX) is not another name for customer service or even user experience. CX is a digital strategy that CIOs often overlook. "Everyone is in the customer economy," said Gene Alvarez, distinguished VP analyst at Gartner, while speaking at the Gartner IT Symposium/Xpo in Orlando, Florida, in October. Government CIOs are servicing citizens, banks have clients and the military has soldiers, for example.