Is the role of the CIO dead? As seen during a tumultuous first quarter, making the right friend and partnering with the right business is crucial in evolving the role of the CIO. And that begins with aligning oneself with the customer journey.
Aligning with the customer journey
By way of example, CIO Sreelakshmi Kolli of Align Technology, found 2 essential actions that allows her orthodontic medical device company to reach over 300 million customers. For one, it was to “partner with marketing platforms to create a fully digitized experience. This allowed for for “agility and experimentation for the different go-to-market conditions around the world”.
Secondly, Kolli was also able to get ahead of the competition by having access to the largest digital dentition database with over 6.4 million patients. The predictive analytics and machine learning algorithms are all integrated into the product to deliver great outcomes and product performance for the company.
Does the IT organization play a fundamental role in the customer journey?
It’s this aspect of being part of the customer experience that is so crucial. According to Pulse Q&A data, 60% of the CIOs believe they’re not playing enough of a role in the customer journey. On the other hand, of those CIOs who do play a fundamental role in the customer journey report seeing an increase in revenue growth; at an average of 2% for medium-sized companies.
“The CIO will go on to be the CXO and lead the customer experience for most businesses,” Mehta predicted, adding that “creating a diverse team that can drive amazing customer experience will be next.”
In other words: The CIO is dead. Long live the CIO.
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