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For CIOs

The CIO Mandate: Engaging Customers With Business Technology

Vision: The Business Technology Agenda Playbook

February 8, 2016

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This is the Vision report in The Business Technology Agenda Playbook For 2018.

Why Read This Report

Business technology (BT) brings together technology and traditionally customer-facing roles like marketing, sales, service, brand/product management, and fulfillment to deliver superior (digital) customer experience. The increasingly crucial role that digital technologies play in customer engagement elevates the CIO role in business. Read this report to understand how the age of the customer requires tech management to transform into an outside-in function that plans, builds, and runs BT according to customers' expectations. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy.

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Table of Contents

  • The Age Of The Customer Is Here: Are CIOs Ready?
  • The Vision: Business Technology For Winning Customer Engagement
  • You Thought It Was Difficult To Serve Employees? Try Customers
  • What It Means

  • The BT Revolution Equals An IT Evolution
  • Supplemental Material
  • Related Research Documents

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