Trends Report

The Tech Executive’s Guide To CX4IT

Understanding The Experience-Driven IT Organization And Why It Matters

November 8th, 2023
With contributors:
Matthew Guarini , David Morrison


In today’s dynamic business landscape, customer obsession is essential for tech leaders and organizations that want to achieve sustainable growth. Tech executives can drive success and excel in an ever-changing world by aligning their IT strategies and operating models with the needs and expectations of their customers. Customer experience for IT (CX4IT) is a concept that transforms how IT operates, placing customers at its center. This report provides actionable steps for adopting CX4IT, empowering tech executives to unlock new potential for business growth.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.