Intelligent CIO APAC Issue 11 | Page 44

CIO OPINION
High-performing companies that consistently outperform their peers do so because they put customer-centricity at the heart of everything that they do .
Martin Taylor , Deputy CEO and Co-founder at
Content Guru

Why CIOs need to double down on customer experience innovation in 2021

In today ’ s day and age , business leaders must be aware of how to improve the customer experience and understand customer requirements in order to improve their experience and boost operational efficiencies across the board . Martin Taylor , Deputy CEO and Co-founder at Content Guru , says CIOs need to use data to drive enhanced collaboration across the enterprise in order to exceed customer expectations and stay one step ahead of the demand .

The survival mindset triggered by the pandemic has pushed CIOs into new ways of thinking that will provide a springboard for future innovation across all industries . If nothing else , the events of the past year have shown how it takes a genuinely profound external disruption to facilitate the concrete internal disruption that can fuel radical change on multiple fronts .

A recent survey of business leaders by McKinsey reveals the extent to which the impact of COVID-19 has stimulated a rapid and massive shift to interacting with customers through digital channels . So much so that three-times as many industry leaders state that at least 80 % of their customer interactions are now digital in nature .
The consequences of this dramatic change go far beyond the immediate practicalities of delivering enhanced services and experiences to customers in the here and now . The past 12 months has forced companies to redefine their DNA in pursuit of the agility and authenticity that will be key to thriving in a rapidly changing world .
When combined with the fundamentally different cultural mindset that continues to prevail as organizations navigate the route to post-pandemic
44 INTELLIGENTCIO APAC www . intelligentcio . com