February 08, 2013, 11:33 AM — Getting closer to the customer: We hear and read about it all the time, and for good reason. Companies that do it well have superior customer loyalty and a steady flow of sales.
The challenge for CIOs is in the way the new corporate preoccupation with customer experience, or CX, affects their world. One result is the emergence of the chief customer officer.
When this newly minted C-level official arrives to rework the customer experience, the ripple effects eventually end up on the CIO's desk, and you need to be prepared.