353: CX4IT

Featuring:

Gordon Barnett, Principal Analyst

Show Notes:

Customer experience for IT (CX4IT) is a concept that transforms how IT operates, placing customers at its center. Forrester Principal Analyst Gordon Barnett explains how to build experience-driven IT organizations and why it matters. We discuss how CX pros can inspire, inform, and collaborate with IT leaders to achieve great CX for IT.

We discuss:

Who are the “customers” in CX4IT?
Is there a specific definition of CX when it comes to IT offerings?
What are the benefits of CX4IT?
Do CX pros partner with IT to make CX4IT happen, or is this an opportunity space?
Does best-in-class CX4IT look the same in every organization?
How can CX pros approach the IT org to inspire change?

Read The Tech Executive’s Guide To CX4IT to learn more.

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The CX Cast November 26, 2024

This is the final episode in our 4-part deep-dive on journey mapping with Forrester’s journey mapping expert, Joana de Quintanilha. In this installment, Martin, Angelina, and Joana delve into the final stages of journey mapping: focusing on demonstrating short-term wins and consolidating improvements. Joana highlights the importance of turning journey maps into dynamic tools that evolve over time and drive action.

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