(GrahamDBrown) IBM Report Confirms: Customer Experience is #1
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A new IBM report indicates that over 60% of CIOs aim to enhance customer experience, with a significant focus on mining data for insights. The study, involving over 1,600 CIOs worldwide, emphasizes the merging of customer experience with business strategy. Key areas for CIO investment include customer experience management, sales, and marketing.
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(GrahamDBrown) IBM Report Confirms: Customer Experience is #1
- 1. grahamdbrown.com http://www.grahamdbrown.com/ibm-report-confirms-customer-experience-is-1/ gbrown IBM Report Confirms: Customer Experience is #1 According to a new IBM Study released today, over 60% of CIOs seek to improve customer experience and change the way they engage with customers. More than 80% of CIOs surveyed are mining data f or customer insights and shif ting their f ocus to marketing, sales and customer service managers who work on f inding, winning and retaining customers. Here’s a snapshot of how CIOs want to spend more time on customer-related activities: +15%: Customer experience management; +6%: Sales and New Business Development; +2%: Marketing and Communications. The report is based on f ace-to-f ace conversations with more than 1,600 CIOs f rom 70 countries and 20 industries worldwide. The research, conducted by IBM’s Institute f or Business Value, reveals that customers drive CIOs to turn their f ocus to the f ront lines. “The study validates the emerging reality that there is no longer any real distinction between the customer experience and contemporary business strategy,” said Peter Korsten, global leader, IBM Institute f or Business Value. A number of additional CIO insights are available in this detailed report. (Source) How to Create Exceptional Customer Experience Insane GoPro Video Shows Russian Daredevils Climbing The World’s Second Tallest Building Without Equipment 3 Tips on How to Build a Customer Experience like Lego IBM Report Conf irms: Customer Experience is #1 How to Create Customer Experience like Nordstrom in these 2 Steps