This IDC PlanScape provides a path for CIOs to transform the systems, services, and culture of IT into an ecosystem that clearly values the customer and puts customers at the center of every IT approach, action, and implementation. It describes the integration of customer-centric processes, with a deep understanding of application performance, end-user experience, and IT service management. An essential and immediate need for shaping of the enterprise of the future, providing customer-centric service delivery should be among the highest priorities of the CIO. This study creates a step-by-step plan for addressing this priority.
"CIOs don't need to sacrifice security and compliance to build an organization and architecture of systems and support that excite customers with the level of quality and personalization that they are rapidly considering a given with every interaction," according to Cora Carmody, adjunct research advisor in IDC's IT Executive Programs.
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