Trends Report

Brief: Technology Management's Checklist For Improving Customer Experience

Five Critical Actions CIOs Should Take

June 24th, 2014
Marc Cecere
With contributors:
Bobby Cameron , Peter Burris , Nancy Wang


The advent of mobile and digital mechanisms for engaging customers has highlighted the increasingly crucial relationship between technology management and customer experience. However, the specifics of this relationship are not broadly understood. We've begun interviewing technology managers at companies that are dramatically improving their scores on Forrester's Customer Experience Index (CXi). While these findings are preliminary, they show that technology management can contribute to customer experience in more ways than simply building and deploying systems on time and on budget. From interviews and reviews of customer-oriented business transformations, we've developed an initial list of critical technology management actions that will improve customer experience. These include upgrades to several IT roles, changes to measurements, some structural changes, and a cultural shift from internal to external.

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