Trends Report

Winning The Customer Experience Game

Best Practices For CIOs

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


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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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.