CIOs, CX, And End-To-End Tech Management

As firms intensify their focus on customer experience (CX), CIOs increasingly are drawn into the heart of a key CX challenge: how to add digital to the CX mix. CX investments in systems of engagement have been expanding beyond mobile apps and websites to include systems of record and systems of insight. This expansion to end-to-end CX is shaping decisions across the enterprise and its partners. It demands the design, delivery, and operations skills that the technology management team brings to the table, and it's the CIO's job to see that these demands are met. This report lays out the problem and the opportunities — and which end-to-end technology-based assets CIOs should invest in to assure high-impact CX.