Trends Report

Winning The Customer Experience Game

Best Practices For CIOs

May 8th, 2013
NF
Nigel Fenwick
With contributors:
Khalid Kark , Megan Burns , Kelsey Murphy

Summary

Customer experience (CX) is too often thought of in terms of the IT help desk. But CIOs and their IT teams are increasingly being challenged with improving the customer experience for the organization's real customers. With more and more digital touchpoints, IT now plays a pivotal role in customer experience. Today, customers can easily switch their loyalty to a competitor while also letting everyone know about how unhappy they are — getting customer experience right is rapidly becoming a means to differentiation in the market. This is an enormous challenge for CIOs already overwhelmed with an endless list of projects and diminishing resources. Yet some companies remain consistently ahead of their competitors in the customer experience stakes. We looked at the top companies in Forrester's Customer Experience Index and identified what the CIOs at these companies are doing differently.

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