Data Overview Report

Customer Experience For IT Strategic Insights, 2025

What Tech Leaders Can Learn About CX4IT From Forrester’s Q4 Tech Pulse Survey, 2024

Benjamin Nagle
 and  three contributors
Jun 09, 2025

Summary

Organizations are embracing customer experience for IT (CX4IT) practices to enhance stakeholder engagement and operational efficiency. Research-based persona development, feedback integration, and governance are at the forefront of these efforts. Generative AI and AI for IT operations (AIOps) are delivering significant benefits by improving employee workflows and customer experience. This report explores key findings from Forrester’s Q4 Tech Pulse Survey, 2024. Tech executives can use this report to see how their organization compares to others and gain insights into CX4IT practices.

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