CustomerThink – Should Your CIO Drive CX?

What every CIO must know to bridge the customer experience technology gap…
A couple of weeks ago, we published a white paper titled “What Every CIO Must Know to Bridge the Customer Experience Technology Gap.” Unsurprisingly, we reached out to our database and others to let people know we’d done so. Surprisingly, we appear to have stepped on the toes of a few sacred cows. Who knew such a simple question could spark such passion?

Apparently even suggesting that IT bear responsibility for customer experience was enough to inflame some recipients. Here’s the thing. Customer experience is the responsibility of everyone. And, technology continues to become even more central to customer experience and competitive advantage.

While not every IT organization is looked at as leading on CX, the fact is that CIOs are increasingly drawn into the core of customer experience. After all, the end-to-end experience continues to rely heavily on the platforms, networks, and technologies most often controlled by IT.

At the same time, we recognize that customer experience is most often thought of as the domain of the marketing, sales, operations, or support organization—parts of the business that either set the agenda with, maintain relationships directly with, collect payment and deliver product, or provide problem resolution for customers.

More of the CustomerThink post from Michael Hinshaw

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