The CIO's role is moving to customer obsession - but many lack the tools to do it
The CIO role is moving ever further towards customer experience as a priority; yet new research argues a 'digital deadlock' means the C-suite is struggling at delivering new KPIs.
The study, from analytics provider Accedian, argued that three in five (61%) CIOs polled feel entirely responsible for customer experience. The vast majority (99%) agreed that this aspect was in their job description.
95% of CIOs polled said their teams were at least partially responsible for delivering excellent customer...