Best Practice Report

IT’s Role In Winning Customer Experience

Tips For CIOs From Fidelity Investments And FedEx

August 5th, 2013
Nigel Fenwick, Vice President, Principal Analyst
Nigel Fenwick Vice President, Principal Analyst
With contributors:
Khalid Kark , Kelsey Murphy

Summary

Improving customer experience (CX) is about to become the top priority for CIOs. CEOs are turning to CIOs and IT leaders to help transform customer experiences through digital technologies. And strategic CX transformations will require changes in IT and deep into the technology stack. But understanding how to change IT to support CX will be critical if CIOs want to ensure that IT is not a barrier to great customer experience. This report highlights two examples of companies that have built customer experience into the DNA of the enterprise and transformed IT to think customer-first.

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