74% of consumer experience leaders expect bigger budgets in 2020: 3 things to know

Most consumer experience leaders predict they will be allotted a larger share of their organizations' budgets in the next year, demonstrating the growing importance of and focus on the consumer experience, a recent Gartner survey found.

Three notes from the survey:

1. The 74 percent of experience officers who said they expect either slight or significant budget increases in 2020 mark a sizable increase compared to the 47 percent who predicted budget increases in 2018.

2. Fewer than 10 percent of the respondents who did not express belief that they would see their department budgets grow this year expect to see decreases; the remaining 19 percent predicted their budgets will stay the same.

3. Gartner offered two recommendations to experience leaders to effectively demonstrate their successes and prove the value of their departments: use customer data to demonstrate business impact and budget for effective execution in the future.

View the full report here.

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