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How CX Alters The Way CIOs Operate Within An Organization
March 8, 2018

Forrester released new research that examines the impact of customer experience (CX) on an organization — specifically, how it changes the way CIOs operate.

Citing CX performance of companies like USAA, J.C. Penney, and Spirit Airlines, Forrester shows how firms with superior CX scores were able to drive revenue growth at twice the rate of companies providing subpar experiences.

The examples below outline how operations differ between low and high CX performers:

  • Some 75% of top CX CIOs answered that their ultimate customer is the end user, while only 25% of the bottom firms had the same opinion — most characterized their customer as the internal users of IT services.

  • Top CX CIOs have a broader focus in terms of the overall business strategy for the organization — they don’t limit themselves to the remit of IT.

  • CIOs at top CX firms deliver end-to-end solutions to connect the enterprise and the customers’ ecosystems.

Click here for more information, and please contact us if you'd like a copy of this report.

About Forrester

Forrester (Nasdaq: FORR) is one of the most influential research and advisory firms in the world. We work with business and technology leaders to develop customer-obsessed strategies that drive growth. Forrester’s unique insights are grounded in annual surveys of more than 500,000 consumers and business leaders worldwide, rigorous and objective methodologies, and the shared wisdom of our most innovative clients. Through proprietary research, data, custom consulting, exclusive executive peer groups, and events, the Forrester experience is about a singular and powerful purpose: to challenge the thinking of our clients to help them lead change in their organizations.


Jenna Vassallo
Marketing Manager
Forrester Research, Inc.

Tel. 617-613-5746



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