Best Practice Report

IT’s Role In Winning Customer Experience

Tips For CIOs From Fidelity Investments And FedEx

August 5th, 2013
Nigel Fenwick, null
Nigel Fenwick
With contributors:
Khalid Kark , Kelsey Murphy


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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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.