![]() ![]() It’s also the CIOs who have the technical fluency to drive these large-scale changes forward. “It’s in this CIO role that we can see the gaps, and there’s an opportunity to take leadership on suggesting ways to close those gaps to improve the situation for the customer in the end.” The customer advocacy or support organization tends to think of customer experience as everything that happens to the customer through their engagement with them, and the sales organization tends to think of customer experience as everything that happens through them, and so on,” she said. “The marketing organization tends to think of customer experience as everything from marketing that hits the customer. They have a line of sight across the entire organization that, combined with their technical fluency, can help the organization execute the lofty goals put forth by their fellow C-Suite leaders.Ĭolleen Berube, CIO at Zendesk, recently joined Tim Crawford for an episode of the CIO In The Know podcast, where she explained how CIOs can help bridge the gap between departments and unify the entire organization in service of the customer. The role of the CIO in customer experienceĬIOs are in a unique position to lead the change to customer centricity across departments. While the customer experience (CX) has always been important, this moment is demanding that organizations walk the walk-the ability to put customers’ needs and preferences first is going to be key for future competitiveness.īut how should you decide which CX investments are prioritized? Whatever your process, your chief information officer (CIO) should be part of it. Just about every company is now grappling with how to set up their business for long-term success in the new normal, and it is telling that investments in customer experience will be one of the last areas targeted for cuts. The world has experienced some big changes recently. ![]()
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