Save or Share this Report

For CIOs

IT's Role In Winning Customer Experience

Tips For CIOs From Fidelity Investments And FedEx

August 5, 2013

Primary author headshot

Authors

Why Read This Report

Improving customer experience (CX) is about to become the top priority for CIOs. CEOs are turning to CIOs and IT leaders to help transform customer experiences through digital technologies. And strategic CX transformations will require changes in IT and deep into the technology stack. But understanding how to change IT to support CX will be critical if CIOs want to ensure that IT is not a barrier to great customer experience. This report highlights two examples of companies that have built customer experience into the DNA of the enterprise and transformed IT to think customer-first.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($745 USD).

Purchase

Table of Contents

  • Customer Experience Moves To The Top Of The CIO Agenda
  • Fidelity Investments Uses Technology To Scale Customer Experience
  • FedEx Extends Co-Creation Into Technology Innovation
  • WHAT IT MEANS

  • Designing IT For Customer Experience Requires Compromise
  • Supplemental Material
  • Related Research Documents

Recommended Research