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Customer Experience: IT's Role in Customer-Facing Digital Transformation

Customer Experience: IT's Role in Customer-Facing Digital Transformation

This IDC study is an introduction to the concept of customer-facing IT (CFIT), defined as "an IT function that drives or plays a significant role in digital transformation (DX) of products, services, and experiences consumed by a business' external customers." It is designed to help CIOs and IT staff understand what customer-facing IT is and why it is an important element of enterprise digital transformation. The study is intended for CIOs that plan to play an influential role in customer-facing digital initiatives by establishing CFIT functions and building the requisite capabilities and competencies. It answers four questions about the role of IT in customer-facing digital transformation:

  • What is driving the urgency for customer-facing DX in many businesses?
  • What is the appropriate role for CIOs and their organizations in customer-facing DX strategy and initiatives?
  • What are the key components needed to be successful at customer-facing DX?
  • Why and how should CIOs create a function with the capabilities needed to support or drive DX, and how should it be implemented?

CIOs will have to be creative in carving out a role for IT, and those who wish to play substantive and strategic roles will have to build customer-facing IT functions, capabilities, and competencies.

"CIOs and IT organizations have a short window of opportunity to play a significant role in the vital and strategic arena of digital transformation but only if they are prepared and have a clear vision of what role they should play," says Marc Strohlein, adjunct research advisor with IDC's Research Network.

Please Note: Extended description available upon request.


IDC Opinion
In This Study
IT Executive Program Research Agenda
Situation Overview
Why Customer-Facing IT and Why Now?
Defining Customer-Facing IT and Why It's Different from Traditional IT
Ingredients of Customer-Facing Digital Transformation
Customer-Facing IT in Action
Approaches to Implementing Customer-Facing IT
Future Outlook
Essential Guidance
Learn More
Related Research
Synopsis
Figure: IT Executive Program Research Agenda Themes

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