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Three Innovative Ways for CIOs to Enhance the Customer Experience in Modern Business

Learn how CIOs can enhance their business processes by digitally transforming the customer experience to keep pace in the modern business environment.

Introduction
1. Innovate Customer Journey
2. Design the Right Data Strategy
3. C-suites Collaborate
Conclusion

Introduction

Over the last few decades, innovative technologies have changed the future of business dynamics. Therefore, every industry uses the latest technologies to move forward, and CIOs are responsible for driving such technological changes within organizations. According to Globe Research, it has been witnessed that more than 27.7% of digital transformation for better customer experience (CX) initiates are sponsored or owned by CIOs, which indicates the rapid change in customer expectations. 

For a better understanding and deployment of innovative digital transformation, CIOs need to work closely with other C-suites and department managers to enhance the customer experience and gain a competitive advantage in this digitized world.

In today’s exclusive AI Tech Park article, we will guide you through three innovative ways CIOs can transform the customer experience in modern business.

1. Innovate the Customer Journey

With the recent development of technologies, companies are accelerating their business to attract innovative services and retain customers looking for a better-personalized experience, fast and secure applications, or software. Further, the new applications enable dynamic online ordering operations, such as same-day delivery or pickup, which helps customers interact with the organizations instantly. 

For a better understanding of the applications or software, CIOs and business leaders can come up with an entire customer journey strategy involving the front end and the back end, making sure the circle is completely connected. Let’s consider the example of Zara, a multinational fashion company that announced that they are closing their 1200 stores across the USA and will start investing in developing an integrated omnichannel journey that will cost more than $3.1 million. This revolutionary change will help e-commerce, the supply chain industry, software development companies, and inventory management companies take innovative steps and make proactive approaches to problems and opportunities to identify resolutions.

2. Design the Right Data Strategy

In this cross-collaborative business environment, CIOs must determine how to harvest, leverage, and secure customers’ data on the integrated CX platforms to create a more personalized experience and avoid digital sameness. Such CX platforms provide better accessibility, visibility, and transparency in operational and customer experience data, which mitigates the risks of data breaches and data privacy. 

According to a study by McKinsey & Company, customers will often give up their personal information when they are familiar with the terms and conditions of the CX platforms. Therefore, as a reward for loyalty and trust, CIOs must create data security strategies, along with upskilling and reskilling employees, to understand the commitment to data privacy and the importance of how CX can change the business.

3. C-suites Collaborate

CIOs should collaborate with business leaders across the organization to design and deploy innovative measures to enhance CX at every step of the customer journey. CIOs must follow KPIs while measuring CX, which requires proper customer satisfaction scores such as client retention, average revenue per customer, share of wallet, and customer acquisition cost.

CIOs and IT professionals need to build agile platforms to measure the above key metrics, ensuring that the organization is enhancing CX, which will work as a revenue generator serving end customers. With such understanding, CIOs can drive better innovation at all levels with the motivation of improving the customer experience to new heights.

Conclusion

Digital transformation, especially to upgrade the customer experience, is a journey; therefore, CIOs must be ready to restructure their strategies numerous times so that they fit their business objectives and goals. However, to embrace such change, CIOs are required to collaborate with every business leader and employee in the organization to increase the speed of executing data strategies, improve the customer experience, and conduct continuous reassessment of the change management process.

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