Uniting disparate departments is an important part of customer centricity. But it's only part of it. Technology generates the reach and scale you need to make customer centricity an act of business. In fact, all businesses are becoming technology companies, using digital platforms to enable more personalised customer experiences at scale.
Let’s be honest, though. How much of your current IT spend is focused on keeping the lights on, compared to investing in and delivering this vision? Is it 50%, 60%, or even 70%?
You’re not alone. Most IT organisations are on a journey to flip the cost pyramid from keeping the lights on to investing in bigger-picture innovation.