The Customer Experience Edge: Technology and Techniques for Delivering an Enduring, Profitable and Positive Experience to Your Customers

CHAPTER 9IT as the Catalyst of CE Transformation

High-performing IT organizations are 44 percent more likely to recognize the strategic role IT plays in increasing customer satisfaction.

—ACCENTURE, 2010

AS WE’VE SEEN IN THE LAST TWO CHAPTERS, technology is at the heart of delivering the customer experience edge consistently and profitably. Because of this, customer experience (CE) offers CIOs the opportunity (and the challenge) to secure a spot at the table when the company’s business leaders are setting the customer experience strategy.

The CIO is in a prime position to be a key player in making the customer experience initiative successful. Such an initiative is a cross-organizational pursuit that depends on connected processes and unified ...