{"id":2674,"date":"2017-10-04T17:46:16","date_gmt":"2017-10-04T17:46:16","guid":{"rendered":"https:\/\/devbloglavaprotocols.nityo.in\/why-cios-and-it-leaders-are-prioritizing-customer-experience\/"},"modified":"2017-10-04T17:46:16","modified_gmt":"2017-10-04T17:46:16","slug":"why-cios-and-it-leaders-are-prioritizing-customer-experience","status":"publish","type":"post","link":"https:\/\/www.lavaprotocols.com\/the-cloud-blog\/why-cios-and-it-leaders-are-prioritizing-customer-experience\/","title":{"rendered":"Why CIOs and IT Leaders Are Prioritizing Customer Experience"},"content":{"rendered":"
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IT may not traditionally rank at the top of the list when you think about customer-facing departments throughout the business. But perhaps it should.<\/p>\n

<\/p>\n

The second annual \u201cState of IT\u201d report even reveals that\u00a075% of tech leaders say IT is currently in the midst of the\u00a0<\/strong>biggest historical shift<\/a><\/strong>\u00a0of its role<\/strong>, becoming more ingrained with the business and playing a fundamental role in enabling customer-centric data and processes.<\/p>\n

IT Plays a Fundamental Role in Customer Experience
<\/strong><\/p>\n

While IT is usually behind the scenes of the customer experience, its\u00a0partnership with business units\u00a0throughout the company is critical to helping them achieve their goals. In fact, 79% of IT leaders believe they are the primary enabler of customer experience initiatives across the business. Without IT as their backbone, other departments could fall flat on powering crucial customer experience initiatives altogether.<\/p>\n

Whereas IT previously served as a cost center that focused primarily on \u201clights on\u201d projects, they are becoming more integrated with the business, so much so that lines between IT and other business units are blurring. Deeper than traditional relationships between departments, 77% of IT leaders believe they now act as an extension\/partner of business units rather than as a separate function. The question is \u2014 can IT help marketing, sales, and service teams deliver on their customer-centric initiatives?<\/p>\n

IT Must Align with Business Units to Meet Customer Expectations
<\/strong><\/p>\n

IT\u2019s switch from \u201corder takers\u201d to service brokerages means increased project flow \u2014 which IT teams aren\u2019t always able to deliver on. In fact, over half (56%) of all customer-facing business initiatives go unfulfilled.<\/p>\n

To improve,\u00a0IT is doubling down on alignment across the organization.\u00a0Sixty-seven percent of IT teams even say improving their collaboration with other lines of business is one of their highest priorities, second only to improving security policies and practices.<\/p>\n

The trouble is, only 44% of high-performing IT teams (and 11% of underperformers) excel at aligning strategic priorities across business units, which is not enough to meet the needs of fast-paced teams \u2014 especially as customer expectations continue to grow. In fact, 77% of business buyers say tech has significantly\u00a0changed their company\u2019s expectations<\/a>\u00a0of how companies should interact with them. Further, 75% of consumers agree they expect companies to\u00a0provide a consistent experience\u00a0wherever they engage with them (e.g., website, social media, mobile, in person).<\/p>\n

IT Leaders Make It a Priority to Provide a Single Customer View<\/strong><\/p>\n

Customers don\u2019t care how many business units you have within your organization or whether or not your IT team has the capacity to meet their growing demands. They only see one organization, and they want all of their interactions to be consistent.<\/p>\n

So IT can\u2019t afford to lag behind.\u00a0Already,\u00a061% of IT leaders say providing a single view of the customer is a high priority over the next 12\u201318 months<\/strong>. Of those, high-performing teams are 3.2x more likely than underperformers to rate this as a critical priority.<\/p>\n

It\u2019s more important than ever for IT leaders to prioritize alignment with their internal business partners to put customers at the heart of every business decision they make and create the ultimate connected experience.<\/p>\n

By,\u00a0Seema Kumar
<\/em>Source: Salesforce.com<\/p>\n

Want to learn more about how you can create the best customer experience for your customers? Get in touch with us at asklava@lavaprotocols.com.<\/p>\n

Lava Protocols is an authorized Salesforce Partner in Malaysia with more than 9 years of cloud solutions, CRM implementation and consultation experience. We pride ourselves in not just being a CRM partner but in also understanding the needs of our customers and taking their business to the next level.<\/i><\/p>\n

<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

IT may not traditionally rank at the top of the list when you think about customer-facing departments throughout the business. But perhaps it should.<\/p>\n","protected":false},"author":1,"featured_media":2675,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[18],"class_list":["post-2674","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","tag-blog"],"jetpack_featured_media_url":"https:\/\/www.lavaprotocols.com\/the-cloud-blog\/wp-content\/uploads\/2024\/10\/business-2703167_640-2.jpg","_links":{"self":[{"href":"https:\/\/www.lavaprotocols.com\/the-cloud-blog\/wp-json\/wp\/v2\/posts\/2674","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.lavaprotocols.com\/the-cloud-blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.lavaprotocols.com\/the-cloud-blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.lavaprotocols.com\/the-cloud-blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.lavaprotocols.com\/the-cloud-blog\/wp-json\/wp\/v2\/comments?post=2674"}],"version-history":[{"count":0,"href":"https:\/\/www.lavaprotocols.com\/the-cloud-blog\/wp-json\/wp\/v2\/posts\/2674\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.lavaprotocols.com\/the-cloud-blog\/wp-json\/wp\/v2\/media\/2675"}],"wp:attachment":[{"href":"https:\/\/www.lavaprotocols.com\/the-cloud-blog\/wp-json\/wp\/v2\/media?parent=2674"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.lavaprotocols.com\/the-cloud-blog\/wp-json\/wp\/v2\/categories?post=2674"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.lavaprotocols.com\/the-cloud-blog\/wp-json\/wp\/v2\/tags?post=2674"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}