CX has become a key factor for company success, and CIOs are rethinking operations
and organizational culture to ensure customers remain squarely in focus with everything
IT does.

By Mary K. Pratt
Contributing Writer, CIO | 16 AUGUST 2021 17:00 SGT
Customer experience: The new IT imperative
CIO Amy Evins and her team have moved away from talking about technology as
something that supports the products the company sells to instead focusing on IT that
creates experiences customers want.
“Even just five years ago, when CIOs talked strategy, it was about growth, it was very
product driven. The customer was kind of talked about, but the customer was not in the
forefront,” she says. “But there has been a huge pivot over the past two years, because
now the customer is at the center, and at the center all the time.”

Source:
Article title
Customer experience: The new IT imperative
URL
https://www.cio.com/article/3628736/customer-experience-the-new-it-imperative.html
Website title
CIO
Date accessed
September 29, 2021
Date published
August 16, 2021