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 for customer insights and shifting their focus to marketing, sales and customer service managers who work on finding, winning and retaining customers.

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