Good Customer Experience Requires IT Innovation

By Dennis McCafferty
  • Previous
    Priorities to Improve Customer Experiences

    Priorities to Improve Customer Experiences

    Respond quickly to emerging trends: 79%, Identify unmet customer needs: 79%, Create a consistent customer experience: 70%

With the information technology department gaining more visibility as an organizational business driver, the C-suite is turning to IT to assist in connecting with customers more effectively. In fact, corporate executives are coming up with a wide variety of ambitious plans on this front, and all of them are expected to involve technology, according to an international survey from IBM. The accompanying report, "The Customer-Activated Enterprise: Insights from the Global C-suite Study," reveals that C-suite execs are looking to enhance mobility resources, boost insights gained from greater social media visibility and establish more consistency with respect to customer experiences. The cloud and business analytics are also in the mix. The findings reveal a number of current and future plans of the collective C-suite, but they also categorize sentiments according to individual high-ranking positions, such as the CEO, CIO, chief financial officer (CFO) and chief marketing officer (CMO). We've included a mix of these functions here. More than 4,000 global corporate officers took part in the research.

This article was originally published on 2014-03-19
Dennis McCafferty is a freelance writer for Baseline Magazine.
eWeek eWeek

Have the latest technology news and resources emailed to you everyday.