As companies shift digital transformation efforts into high gear, the product-centric strategies that defined traditional business are giving way to a new era of fulfilling customer needs and nurturing long-standing, high-value relationships.
Key to the paradigm shift is enabling a unified customer view that transcends all areas of the business. Having such a 360-degree picture that encompasses customer transactions and interactions enables all areas of the business to garner intelligent insights; these can be used to drive personalized experiences, create efficiencies, and proactively problem-solve well before the customer even recognizes there’s an issue.
CIOs are in a unique position to help their organization navigate the changes. By championing new technologies, coalescing around a unified customer platform, and recalibrating IT organizations, CIOs can steer organizations to a more competitive future and be the chief architects for customer-centric success.