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For CIOs

IT's Role In Winning Customer Experience

Tips For CIOs From Fidelity Investments And FedEx

August 5, 2013

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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.

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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

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

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