Best Practice Report

CIOs At Firms With Great CX Are Different

Their First Priority Is Their Company's Customers

March 8th, 2018
With contributors:
George F. Colony , Annika Gunderson


Forrester's Customer Experience Index (CX Index™) predicts customer loyalty. CMOs work hard to improve CX because better CX drives revenue. We interviewed CIOs from firms with high CX Index scores and found major differences in the way that they operate as compared with CIOs we interviewed from companies with low scores. This report reveals those operating differences and the best practices of customer-obsessed CIOs.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.