This IDC study defines and presents IDC's 2014 top 10 predictions for customer experience IT (CXIT), which comprises the investments in IT required to manage and optimize the customer's experience related to a particular organization."With end users increasingly funneling net new IT spend into projects designed to drive top-line growth and not just to cut organizational costs, CXIT is set to be an important driver of IT spend over the next five years on hardware, software, and services," said Douglas Hayward, an associate vice president in IDC's European Services research team based in London, and co-lead of IDC's European CXIT practice."With the growth of new sales and engagement channels, such as smartphone- and tablet-based apps, customer experience becomes critical for commercial organizations in attracting, retaining, and monetizing customers better, and for public sector organizations seeking to drive up citizen loyalty and engagement," said Hayward. "It's critical for commerc...