This IDC PeerScape explores how CIOs in the healthcare, education, and food industries are homing in on customer focus as a key part of digital transformation programs. It explores the steps these CIOs are taking to get their IT organizations better acquainted with end customers' needs, how they include the voice of the customer during the IT planning and design process, and how a focus on personalization works to increase system use and drive customer loyalty.
"Not long ago, digital transformation was mainly about improving internal efficiency. Streamlining things like order processing, manufacturing lines, or payroll were ways to cut costs," says Julia King, adjunct analyst with IDC's IT Executive Programs (IEP). "Now, leading CIOs are focused on not just meeting but exceeding customers' ever-escalating expectations — which more often than not are being set by consumer giants like Amazon, Apple, and Uber."