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:
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.
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