CIOs Must Sharpen Customer Experience Strategy
With nearly 70 percent of new business generated–or at least influenced–through word of mouth, customer experience has become an increasingly important consideration for the majority of businesses. Traditionally, the CMO (chief marketing officer) has taken the lead in planning and implementing customer-experience management programs. Yet in the age of the connected customer, when clients can share their experiences (good or bad), businesses are having to rethink their operations. Customer-centric organizations need continuous customer feedback in all areas of the business. Read more.