The document discusses technology leadership and the importance of customer experience. It finds that technology leaders are more effective than followers at responding to customer needs in a timely manner (59% vs 37% say they are extremely effective). Leaders prioritize both internal and external customer experience. The document advocates for cross-functional collaboration between different departments to better understand users and deliver a superior experience. It notes that 59% of leaders say they are extremely effective at collaborating cross-functionally for customer experience.