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For CIOs

Winning The Customer Experience Game II

Digital Business: Digitize End-To-End Customer Experiences

August 14, 2015

Primary author headshot


  • By Nigel Fenwick
  • with Peter Burris,
  • Alex Cullen,
  • Michael E. Gazala,
  • Megan Burns,
  • Rachael Klehm,
  • Karen Traikovich

Why Read This Report

As customer expectations evolve, a company's ability to modify the technologies that support customer journeys can make the difference between a happy customer and an ex-customer. CEOs increasingly task their CIOs with helping to shape winning customer experiences through digital technologies. But how can CIOs deliver? To provide the answers, we turned to CIOs in leading customer experience companies — those at the top of Forrester's Customer Experience Index (CX Index™), US Consumers 2015 — and asked them the secret of their success.

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Table of Contents

  • High-Value Customer Experiences Lead To Business Growth
  • CIOs Must Reshape Tech Management And Unlock World-Class CX

  • Build Business Partnerships: CX Cannot Succeed In A Tech Vacuum
  • Supplemental Material
  • Related Research Documents

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