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.