What Every CIO Must Know to Bridge the Customer Experience Technology Gap
With IT being the only group with end-to-end visibility of customer related data, CIOs are in a unique position to improve customer experience from both the customer’s and the business’ perspective.
How IT can effectively help lead your company CX initiatives
Traditional thinking places the burden of customer experience design and delivery on externally focused teams such as marketing, sales and customer service… but what if that isn’t always the best way drive great CX?
The fact is, IT is often the only group with end-to-end visibility of customer-related data and digital interactions. As a result, CIOs are in a unique position to improve customer experience.
And since omnichannel and digital experience are at the heart of CX today, IT needs to be involved earlier than ever to deliver against CX aspirations, customer expectations and business goals.
This white paper will teach you:
- How IT is uniquely positioned to lead the CX transformation
- The key to enabling successful digital experiences
- How focusing on customer value and CXM can better focus IT projects and spend
- The challenges with traditional (non-CIO driven) approaches to omnichannel
- And much more…