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CIO AND CCO AND CMO PARTNERSHIP VITAL TO CUSTOMER EXPERIENCE
Jason du Preez , Senior Vice President Asia Pacific , SugarCRM , discusses why the CIO , CCO and CMO partnership is essential to Digital Transformation and customer experience with the result of making CX as frictionless as possible across all digital touchpoints .
The days of CIOs with roles that have little to do with customer experience ( CX ) are long gone . Technology is no longer just a support function for the operation of other business areas .
CIOs now have a critical role to play in ensuring that customers are more than anonymous visitors to a website and are able to find what they want and complete every interaction successfully .
Digital systems play a vital role in keeping the customer happy and today ’ s CIO must forge closer relationships with their colleagues in the C-suite . As well as ensuring systems are available and running optimally , they have a new set of responsibilities to make CX as frictionless as possible across all digital touchpoints , enhance reputation and customer loyalty by delivering on the promises made by the marketing and service teams .
This requires the CIO to collaborate with the Chief Customer Officer ( CCO ) and Chief Marketing Officer ( CMO ) to develop highly optimized CX . This goes further than just customer interfaces and extends to the security and performance of different backend systems , to ensure they are cohesive and reliable .
CX is now the competitive background for all businesses with CIOs playing an important role in delivering seamless digital experiences across web , mobile , SMS and in-store . The CIO ’ s role is quickly evolving from managing the back office to the front with a mandate to strengthen CX and positively impact the business bottom line .
Customers are now more interconnected than ever , through digital and subscription services which has put the CIO closer than ever to their experience .
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