CIO Monitor from adesso: Customer experience management is still not addressed by many IT managers

The results were sobering: Just 38% of those surveyed said they had considered the topic at all. That means two thirds of those questioned didn't even have it on their radar. Considering the paramount importance of the customer experience management, that is an astounding result.

One explanation is that many specialist departments implement CEM without involving their in-house IT experts. Increasing IT competency in the field of marketing and the user-friendliness, easy procurement and straightforward operation of cloud-based stand-alone solutions make that approach possible. But, in the long term, it can lead to problems. Only a centralised, consistent IT concept guarantees a holistic approach to customers - a prerequisite for successful customer experience management.