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© 2020 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. This presentation, including all supporting materials,
is proprietary to Gartner, Inc. and/or its affiliates and is for the sole internal use of the intended recipients. Because this presentation may contain information that is confidential,
proprietary or otherwise legally protected, it may not be further copied, distributed or publicly displayed without the express written permission of Gartner, Inc. or its affiliates.
2021 CIO Agenda:Time for Catalunya toSeize the Moment and Deserve the Money
In collaboration with:
Daniel Sanchez Reina, Fabrizio Magnani, Jordi Escalé
2 © 2020 Gartner, Inc. and/or its affiliates. All rights reserved.
Contents
1. Study Methodology
2. Key Finding #1
Historic Opportunity to Increase Your Influence
• Supporting Data
• Recommendations
3. Key Finding #2
You’ve got the money! Investments in technology
will continue to grow
• Supporting Data
• Recommendations
4. Recommended Gartner Resources
3 © 2020 Gartner, Inc. and/or its affiliates. All rights reserved.
Respondent profile: Regions
North America33%
EMEA37%
APAC22%
n =1.877 All Respondents
Q. Where is your primary worksite located?
Source: 2021 Gartner CIO Survey
ID: 123456
Latin America9%
70 respondents
from Catalunya
1877 respondents worldwide
4 © 2020 Gartner, Inc. and/or its affiliates. All rights reserved.
Respondent profile: Segments
n =1.877 All Respondents
Source: 2021 Gartner CIO Survey
ID: 123456
16%
73%
11%
0%
10%
20%
30%
40%
50%
60%
70%
80%
Top Performers Typical Performers Trailing Performers
Segment Profiles (worldwide)
Definition of Top-Performer (meet all three):
• Relative business performance compared with
competitors is ahead of where it would have been
had COVID-19 not become a global pandemic
• Organization’s digital initiative is in the scale or
refine stages (the two top categories)
• Organization has already planned and implemented a
post-COVID19 strategy
© 2020 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. This presentation, including all supporting materials,
is proprietary to Gartner, Inc. and/or its affiliates and is for the sole internal use of the intended recipients. Because this presentation may contain information that is confidential,
proprietary or otherwise legally protected, it may not be further copied, distributed or publicly displayed without the express written permission of Gartner, Inc. or its affiliates.
Key Finding #1
Historic Opportunity to Increase Your Influence
6 © 2020 Gartner, Inc. and/or its affiliates. All rights reserved.
COVID-19 Has Been a Business Accelerator and a Resiliency Enhancer for
Many
In Catalunya…
7 © 2020 Gartner, Inc. and/or its affiliates. All rights reserved.
COVID 19 Was A Performance Catalyst For Many
n = ~53 Catalunya respondents, Excludes "Not sure/Not applicable"Q. In the following performance areas, would you assess your enterprise as ahead or behind where it otherwise would be had COVID-19 not become a global pandemic?
Source: 2021 Gartner CIO Survey
ID: 123456
Covid-19 impact on Business Metrics
Percentage of respondents who are ahead or far ahead
38%
43%
32%
33%
100%
54%
48%
67%
0% 50% 100%
Relative business performance ofthe enterprise compared with
competitors
Ability to fund new businessinitiatives
Buyer willingness to purchase ourproducts/services through the
channels we sell them
Long-term viability of ourenterprise
Catalunya
Top performers
Covid-19 has proven to be
a Business Accelerator
for 38%
Covid-19 has been an
opportunity to
increase Business
Resilience for some
8 © 2020 Gartner, Inc. and/or its affiliates. All rights reserved.
18%
46%
35%
0%
50%
100%
2020
Maturing
Initiating
No digitalinitative
n = 70 Catalunya respondents, Excludes "Not sure"Q: Which of these best describes the stage of your organization’s digital initiative — i.e., your organization’s digitalization efforts?
Source: 2021 Gartner CIO Survey
Notes: Dates on the chart reflect year of data collection, not the cover year of the report; . May not sum to 100% due to rounding;
No Digital initiative = No Digital Initiative, Desire/Ambition. Initiating = Designing, Delivering.. Maturing = Scaling, Harvesting/Refining
ID: 123456
Stage of Digital Maturity
Percentage of Respondents
Digital Business Maturity is Improving
n = 70 Catalunya respondents, Excludes "Not sure"Q: Which of these best describes the stage of your organization’s digital initiative —
i.e., your organization’s digitalization efforts?
Source: 2021 Gartner CIO Survey
ID: 123456
1%
17%
9%
37%
24%
11%
2%
13% 13%
25%
30%
18%
0%
25%
50%
No digitalinitiative
Ambition Design Deliver Scale Refine
Catalunya Total
zoom-in
No digital initiative
Initiating
Maturing
Catalunya digitalization is in a
reasonable good shape. Still
room for improvement compared
with worldwide.
9 © 2020 Gartner, Inc. and/or its affiliates. All rights reserved.
Digitalization Focused On Costs, Not Revenue
Digital Processes (Internally Facing, Average %)
Dig
ita
l “B
us
ine
ss
”
(Exte
rna
lly F
acin
g, A
ve
rag
e %
)
n = 70 Catalunya, ~1,831 (Total), ~196 (Banking) ~33 (Oil & gas), all answeringX-Axis: What percentage of your enterprise’s processes) have been optimized (made more efficient) through digital means?
Y-Axis: What percentage of your organization’s total revenue would you attribute (or expect) as digital sales revenue?
Source: 2021 Gartner CIO Survey
ID: 123456
Average (Mean) percentage of revenue from digital sales vs
Average (Mean) percentage of digitized processes
Banking trend line (Most
mature Industry)
Oil and Gas trend line (Least
mature Industry)
Catalonya trend line
Total trend line 2018
20202022
20182020
2022
20182020
2022
2018 20202022
0
10
20
30
40
50
60
70
80
90
100
0 10 20 30 40 50 60 70 80 90 100
High-CostNew Business Models
OldBusiness Models
SustainableNew Business
Models
Low-CostOld Business
Models
Fast internal digitalization.
Slow conversion into CX
and/or digital revenue
10 © 2020 Gartner, Inc. and/or its affiliates. All rights reserved.
CIOs’ Influence Has Increased Significantly…
But Temporarily?
In Catalunya…
11 © 2020 Gartner, Inc. and/or its affiliates. All rights reserved.
16%
23%
27%
30%
34%
33%
84%
77%
73%
68%
66%
67%
0% 50% 100%
CIO educating CEO and other senior stakeholders on the value of IT,especially in a crisis
CIO measuring and articulating IT value
CIO assuming leadership of high-impact initiatives
Engagement of CIO with CEO (especially ad hoc, informal interactions)
Strength of the relationship between CIO and CEO
CIO deepening knowledge of the specific business operations to provideadvice to business leaders
Small/Significant Decrease No Change Small/Signifcant Increase
n = 70 Catalunya respondents, Excludes "Not sure/Not applicable"Q. How would you characterize the following changes related to your enterprise’s IT leadership as a result of the COVID-19 pandemic?
Source: 2021 Gartner CIO Survey
Not showing data labels for percentages less than 3%
ID: 738401
Changes in CIO-Business RelationsPercentage of respondents
Covid-19 has
been an
Influence
Enhancer
CIOs Are Contributing To Strategic Changes
12 © 2020 Gartner, Inc. and/or its affiliates. All rights reserved.
CIOs Are Setting the Bar High for 2021
In Catalunya…
13 © 2020 Gartner, Inc. and/or its affiliates. All rights reserved.
Customers’ Needs Are Met Digitally
n = ~70 Catalunya respondents, Excludes "Not sure/Not applicable"Q. How would you characterize the changes that have occurred in your enterprise as a result of the COVID-19 pandemic in each of these
areas? vs How do you expect these aspects of your enterprise to change in 2021 compared with their status today?
Source: 2021 Gartner CIO Survey
ID: 123456
Changes in Customer/Citizen Engagement Due to COVID-19 and Expected in 2021
Percentage of Catalunya Respondents reporting/expecting an increase
81%
66%
54%
47%
84%
81%
71%
45%
0% 50% 100%
Use of digital channels to reach customers/citizens
Use of self-service by customers/citizens
Demand for new digital products and services
Degree of customer engagement (in contrast to atransactional relationship)
2020
2021
Wow!
You are expecting to
increase the good work
you have already done on
Customer Engagement…
even more…
Comparison with Top Performers Worldwide:
• 2020: Top Performers exhibit approx 10 p.p. more in all the categories
• 2021: Very similar percentages
14 © 2020 Gartner, Inc. and/or its affiliates. All rights reserved.
Disruption Put A Spotlight On IT
Percentage of Catalunya Respondents reporting/expecting an increase
n = ~53 Catalunya , Excludes "Not sure/Not applicable“Q. How would you characterize the changes that have occurred in your enterprise as a result of the COVID-19 pandemic in each of these areas?
vs How do you expect these aspects of your enterprise to change in 2021 compared with their status today?
Source: 2021 Gartner CIO Survey
ID: 123456
Changes in IT Due to COVID-19 and Expected in 2021
43%
49%
26%
24%
61%
73%
54%
50%
0% 50% 100%
Funding of digital innovation
Strategic rather than tactical focus of IT investment
IT head count
Investment in training IT workforce
2020
2021
… to build a rather strategic IT
… to increase your head count
Wow!
You are expecting to get
more money…
… to train your team
Comparison with Top Performers Worldwide:
• 2020: Top Performers exhibit 20 p.p. more in Funding
• 2021: IT head count increase: 46% respondents vs 54% in Catalunya
15 © 2020 Gartner, Inc. and/or its affiliates. All rights reserved.
Such High Expectations Can Be Wishful Thinking or
Golden Opportunities…
It Depends on How CIOs Drive Them
16 © 2020 Gartner, Inc. and/or its affiliates. All rights reserved.
Recommendations (1/3)
Catalyze a Digital Mindset in the C-Suite to Accelerate your Digital Business
Transformation
In order to continue enhancing and digitalizing your business model you have to partner with the C-Suite; you will not achieve it alone. Then
your contribution to the business will be crystal clear and your influence will increase going forward. However, bear in mind that the C-Suite
has, on average, scant digital mindset. You must catalyze that discussion.
Unbox your Enterprise’s Business Model with ‘digital
eyes’
Dedicate time with the C-Suite to revisit your Business Model
and ask yourselves questions like:
o ‘What Value Propositions to our customers could we
deliver faster, better or cheaper with digital
developments/infrastructure?’
o ‘What Capabilites (digital technology or skills) should we
acquire to create new digital Value propositions?’
See How CIOs Can Foster Business Model Innovation
Through Workshops (G00466847)
Question Nondigital products
Whenever someone puts forward a nondigital solution, ask
yourselves (the C-Suite):
o ‘Is there a digital version of it?’ and/or ‘Is there a digital
path to get it?
See “Identifying Digital Opportunities During and After the
Pandemic” (G00724392)
An additional resource you can use is:
“Digital Business Maturity Model: 9 Essential Competencies to Assess
Digital Business Maturity” (G00723533)
17 © 2020 Gartner, Inc. and/or its affiliates. All rights reserved.
Recommendations (2/3)
Leverage on Existing Digital Ecosystems
Do not reinvent the wheel when it comes to finding the best ways to accelerate your digital business transformation. There are many existing
digital ecosystems out there that can fulfill the technological capabilities you need to meet the value propositions of your business model.
Remember that you will not be valued by what you do but by what you get.
Get to know the existing Digital Ecosystems
• Learn about various strategies to choose/partner with
Digital Ecosystems.
o See “8 Ways Ecosystems Supercharge Digital
Business Models” (G00721617).
o Find success cases from six different industries in
“Lessons From China: Business Model Resilience in
the Coronavirus (COVID-19) Outbreak”
(G00722606).
• Learn how Digital Dragons can influence your industry and
how you can partner with them beyond their tech providers
remit.
o See “Executive Leaders Must Become Dragon
Strategists” (G00721856).
Instill a Digital Ecosystems culture in your company
• Share all the learnings from the previous
recommendation with the C-Suite, in order to raise
awareness on the convenience of leveraging on digital
ecosystems.
• Find a systematic way of doing it in “The CIO Leading
Role in Reacting to the Emergence of Digital Dragons in
Their Industry” (G00465914).
18 © 2020 Gartner, Inc. and/or its affiliates. All rights reserved.
Recommendations (3/3)
Avoid Backsliding to the ‘Pre-Pandemic CIO’
Going back to the pre-pandemic behaviors in IT (i.e. mindsets and practices) will be a sweet temptation, specially for those new behaviors
whose roots have not been planted deep enough during the pandemic. Some examples of new behaviors that many IT organizations –and
most likely yours as well- have displayed during the pandemic are: acceleration of technological deployments, IT training (nobody had time
for it before), secured IT funding.
The pre-pandemic CIO will perpetuate the pre-pandemic Enterprise, without incorporating any of the new good things.
Some specific recommended reading:
➢ “6 Pre-COVID-19 Assumptions That Should Perish With the Virus” (G00723296)
➢ “The Culture PRISM: 5 Dimensions That Shape Your Culture” (G00718748)
➢ “Changing Behaviors: From Risk Aversion to Smart Risk-Taking” (G00448185)
Do not backslide by following these three steps:
• Pause: make an inventory of all the that-was-not-in-our-DNA things that, incredibly and unexpectedly, your IT organization has
done during the pandemic.
• Evaluate: make up your mind about which of those incredible and unexpected behaviors you want to keep post-pandemic and
at what extent/speed.
• Shape: start adapting your systems, processes and practices to make them the new reality moving forward.
© 2020 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. or its affiliates. This presentation, including all supporting materials,
is proprietary to Gartner, Inc. and/or its affiliates and is for the sole internal use of the intended recipients. Because this presentation may contain information that is confidential,
proprietary or otherwise legally protected, it may not be further copied, distributed or publicly displayed without the express written permission of Gartner, Inc. or its affiliates.
Key Finding #2
You’ve got the money!Investments in Technology will Continue to Grow
20 © 2020 Gartner, Inc. and/or its affiliates. All rights reserved.
Despite the crisis, IT Budgets will continue to
grow
In Catalunya…
21 © 2020 Gartner, Inc. and/or its affiliates. All rights reserved.
Changes in Overall and IT Budget
Percentage of Respondents
In past crises, CIOs were
asked to cut spending.
This time, CIOs expect IT
Budget to increase.
You have the money!
Despite the Setbacks of 2020, Most Enterprises in Catalunya Should See Overall and IT Budgets Increase in 2021
32%20%
14%27%
54% 53%
0%
50%
100%
Revenue/overall budget/turnover IT budget
Increase
Stay the same
Decrease
Average: +2.6% Average: +1.9%
n = 65, Catalunya respondents, Excludes "Don't know"Q. By what percentage do you expect your enterprise’s revenue/overall budget/turnover to increase or decrease from 2020 to 2021?
n = 66, Catalunya respondents, Excludes "Don't know"Q. By what percentage do you expect your enterprise’s IT budget to increase or decrease from 2020 to 2021?
Source: 2021 Gartner CIO Survey
RESTRICTED DISTRIBUTION
22 © 2020 Gartner, Inc. and/or its affiliates. All rights reserved.
n varies by segment, Excludes "Don't know"Q. By what percentage do you expect your enterprise’s revenue/overall
budget/turnover to increase or decrease from 2020 to 2021?
Source: 2021 Gartner CIO Survey
ID: 738401
Expected Changes in Overall and IT Budget in 2021
Percentage of Respondents
Despite the Setbacks of 2020, Most Enterprises Worldwide Should See Overall and IT Budget Increase in 2021
30% 25%
17% 18%
53% 57%
0%
50%
100%
Total (n = 1,596) Top Performers (n = 255)
Increase
Stay the same
Decrease
Average: +2.5% Average: +2.5%
23% 20%
25%21%
52% 60%
0%
50%
100%
Total (n = 1,668) Top Performers (n = 266)
Increase
Stay the same
Decreasen varies by segment, Excludes "Don't know"Q. By what percentage do you expect your enterprise’s IT budget to
increase or decrease from 2020 to 2021?
Source: 2021 Gartner CI Survey
ID: 738401
Average: +2.0% Average: +3.1%
OVERALL
BUDGET
IT
BUDGET
Notice that only Top Performers’ IT
Budget increase more than their
Overall Budget
RESTRICTED DISTRIBUTION
23 © 2020 Gartner, Inc. and/or its affiliates. All rights reserved.
Game-Changing Technologies Are the
Same as Worldwide, but in the opposite order
In Catalunya…
RESTRICTED DISTRIBUTION
24 © 2020 Gartner, Inc. and/or its affiliates. All rights reserved.
Game-changer Technologies
Percentage of Respondents
Once again, D&A and AI
are by far considered
the game changers
going forward in Spain
and Portugal
“Game Changers” for Catalunya: Technologies that will Lead to a Breakthrough in the Enterprise
For your reflection:
The CIO universe worldwide
puts more emphasis on AI than
on D&A
31%16%
10%10%
9%9%
6%6%6%6%
4%4%4%
3%3%3%
1%1%1%1%1%1%1%1%
3%
0% 25% 50%
Business Intelligence and Data analytics
Artificial intelligence/machine learning
Ecommerce and OmniChannel
ERP
Agile practices and tools (includes Devops, Low code,…
RPA/ office process automation
Cloud (including XaaS)
Customer/Citizen/User Experience
Digital capabilities
Mobile
CRM
Cybersecurity
Digital Workplace
Digital Twin
Industry specific
Internet of Things
3D
Automation (physical, robots)
Autonomous Vehicles
Blockchain
Compute modernization (Desktop VDI, SDDC, Middleware)
Immersive Experience (including AR and VR)
Network/communications modernization
Other
None
n = 67 Catalunya respondents, Excludes "Don't know/No answer" Q. Which technology area do you expect will be a “game changer” for your enterprise in 2021?
Source: 2021 Gartner CIO Survey
Coded open-text responses. Multiple responses allowed.
25 © 2020 Gartner, Inc. and/or its affiliates. All rights reserved.
However, CIOs Will Put the Money Somewhere Else…
In Catalunya…
26 © 2020 Gartner, Inc. and/or its affiliates. All rights reserved.
65%
63%
53%
50%
49%
49%
46%
40%
38%
28%
28%
25%
24%
22%
22%
16%
13%
13%
12%
6%
4%
4%
3%
1%
61%
62%
52%
45%
34%
29%
32%
38%
47%
43%
35%
22%
42%
22%
34%
19%
35%
24%
19%
4%
8%
21%
13%
1%
2%
1%
Business intelligence/data analyticsCyber/information security
Cloud services/solutionsProcess automation
Digital workplaceE-commerce/citizen portal/website
Customer relationship management solutionsDigital business initiatives
Artificial intelligence/machine learningCustomer/user experience
Mobile applicationsBusiness continuity management
API architectureCommunications/connectivity
Software development or upgradesInternet of Things
Core system improvements/transformationInfrastructure and data centerEnterprise resource planning
Industry-specific solution5G
ContainerizationKubernetes
Quantum computingOtherNone
Catalunya
Top performers
n = 68 Catalunya respondents ,289 (Top performers) Excludes "Not sure"Q. What are the technology areas where your enterprise will be spending the largest amount of new or additional funding in 2021 compared with 2020?
Source: 2021 Gartner CIO Survey
ID: 738401
Technology Areas for New Funding in 2021
Percentage of Respondents
Data Analytics and Security Are the Top 2021 Plans
Keep a close eye on
these investments,
key for growth – AI
was 2nd position last
year… now it is 9th
Investments related to
remote work appear
to be taking the lead
27 © 2020 Gartner, Inc. and/or its affiliates. All rights reserved.
1%
9%
15%
9%
21%
43%
51%
29%
63%
46%
6%
21%
28%
31%
38%
28%
26%
35%
18%
37%
9%
19%
24%
26%
16%
13%
9%
24%
10%
12%
18%
28%
15%
24%
15%
10%
6%
12%
7%
4%
66%
24%
19%
10%
10%
6%
7%
1%
1%
0% 50% 100%
Digital workplace to support working from home
Robotic process automation
Distributed cloud
Artificial intelligence/machine learning
Multi-experience development platform
Digital twin
Edge computing
5G
Augmented humans
Blockchain/distributed ledger
No interest Will deploy in 2-3 years Will deploy in 12-24 months Will deploy within next 12 months Have already deployed
n = 68 Catalunya respondentsQ. What are your enterprise's plans in terms of the following digital technologies and trends?
Source: 2021 Gartner CIO Survey
Adoption Plans for Emerging Technologies
Percentage of Respondents
Digital Workplace Has Surged in 2020 You’d better advance
deployment of AI as
much as possible
28 © 2020 Gartner, Inc. and/or its affiliates. All rights reserved.
The Challenge Will Be To Deliver the Promise on the
Agreed-Upon Areas of Investment
In Catalunya…
29 © 2020 Gartner, Inc. and/or its affiliates. All rights reserved.
Disruption Put A Spotlight On IT
Percentage of Catalunya Respondents reporting/expecting an increase
n = ~69 Catalunya respondents, Excludes "Not sure/Not applicable“Q. How would you characterize the changes that have occurred in your enterprise as a result of the COVID-19 pandemic in each of these areas?
vs How do you expect these aspects of your enterprise to change in 2021 compared with their status today?
Source: 2021 Gartner CIO Survey
ID: 123456
Changes in IT Due to COVID-19 and Expected in 2021
Ensure 2021
investments are
oriented to Digital
Innovation and
Strategic Initiatives
(i.e. Walk the Talk)
43%
49%
26%
24%
61%
73%
54%
50%
0% 50% 100%
Funding of digital innovation
Strategic rather than tactical focus of IT investment
IT head count
Investment in training IT workforce
2020
2021
30 © 2020 Gartner, Inc. and/or its affiliates. All rights reserved.
Recommendations (1/2)
Focus on IT Smart Spending Criteria
You expect to be given more money. And you probably will get it -and in huge amounts- because your company needs to accelerate their
digital business transformation… but you will not be allowed to manage it necessarily. You will be under a severe scrutiny unless you prove
you apply smart spending criteria.
Cost cutting in times of recession and generous spending in times of prosperity –or when you’ve got the money- are short term actions that
can harm the longer term growth of your company and your reputation. Your decisions must be driven by business value at all times. Smart
Spending means making expense and investment decisions based on the “amount of sustainable business” they will produce, not on the
automatic reactions led by the sign of times.
Ensure your IT initiatives are
aligned with your company’s
digital strategy
It is critical for the buy-in of your
initiatives by the C-Suite.
Follow the advice in “CIOs Must
Master Four Views of Spend to
Manage IT Finances”
(G00382040).
Revisit all your spending plans to reallocate
funding to digital innovation
Apply the 3 magical questions your CEO wants an
answer for:
o ‘How much revenue will that initiative give us?’
o ‘How much cost will it save?’
o ‘Which risks will it mitigate?’
See “Spend Smarter to Accelerate COVID-19
Recovery and Renewal” (G00727064) to identify
momentous focus areas.
Create a culture of smart
spending in your IT organization
-which is not just cost-cutting
Learn how to achieve it in “Create
a Culture of IT Smart Spending”
(G00725352).
Do not limit it to your management
team, ensure that it cascades
down to all levels of the
organization.
31 © 2020 Gartner, Inc. and/or its affiliates. All rights reserved.
Recommendations (2/2)
Do Not Fall Prey to Enhancing Remote Work Experience As Your First Priority
You want to improve the technological conditions of remote workers, and that is great. And most likely you will be pushed by the rest of
business areas to do it. However, remember that you are not paid to do what you are told to do but to do what brings more business value.
Do not overlook the game-changing technologies and initiatives that will grow your business going forward. Otherwise you will be
remembered as ‘the guy who enabled remote work for us’ instead of ‘the guy who brought us more business value’.
Identify patterns about potential markets to grow the business
In conjunction with the rest of business units, use data analytics and
predictive analysis to discern patterns about potential markets to grow.
See “When and How to Combine Predictive and Prescriptive Techniques to
Solve Business Problems” G00723079).
Start/Keep putting a close eye on AI
• If you have not explored AI yet, learn how to start providing your company with value from AI in “What Is Artificial Intelligence? Seeing Through the Hype and Focusing on Business Value”(G00730970).
• If you have already started implementing AI at some extent, expand its possibilities with the information and advice you will get in “2021 Planning Guide for Data Analytics and Artificial Intelligence” (G00732258) and “Five Ways Artificial Intelligence and Machine Learning Deliver Business Impacts” (G00431403).
• Use MVPs to keep the enterprise engaged.
Revise -and remake, if necessary- your Customer Experience
Strategy in the wake of the pandemic
See “The Essence of a Customer Experience Strategy” (G00720549).
43% of top performers worldwide have deployed or plan to deploy
multiexperience development platforms for synchronizing the customer
experience across channels. And nearly 40% plan to increase their
investment in customer experience, CRM and e-commerce or citizen-
service portals in 2021
32 © 2020 Gartner, Inc. and/or its affiliates. All rights reserved.
Recommended Gartner Resources
CIOs Must Turn to Business Challenges to Sustain Their Crisis Momentum G00731003
The 2021 CIO Agenda: Seize This Opportunity for Digital Business Acceleration G00734780
Solve Your Chronic Problems Before They Kill the Business G00466038
Follow 5 Steps to Architect Your Enterprise Operating Model G00377025
Gartner Essential Frameworks G00724610
Three Steps to Hyperautomation G00728868
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33 © 2020 Gartner, Inc. and/or its affiliates. All rights reserved.
Fabrizio MagnaniSr Executive Partner, Gartner Executive Programs
Hexagon Glòries Building, 47-49 Sancho D’Avila Gran Via | 08007 Barcelona)
Jordi Escalé Sr Executive Partner, Gartner Executive Programs
Hexagon Glòries Building, 47-49 Sancho D’Avila Gran Via | 08007 Barcelona
A Gartner EXP Initiative in collaboration with CIOs.cat