Why Digital Customer Experience Is Now Part Of A CIOs Job
SearchCIO, October 3rd, 2019
October 3, 2019,
Volume 259, Issue 1

Delivering a high-quality digital customer experience is becoming a key responsibility for IT leaders, say leading technology executives. AI and error budgets will come in handy

"Whether a company is born digital or has been around for decades, delivering a quality digital customer experience has emerged as a key performance indicator for technology leaders.

So said the CTO at Kayak, the CIO at DBS Bank and the CIO at Adobe, who expounded on this idea during a panel discussion at the 2018 MIT Sloan CIO Symposium. The need for CIO involvement in digital customer experience is straightforward, they said: Customer satisfaction equates to company success, and technologies such as artificial intelligence and cloud are the link between the two..."

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