For businesses to become truly customer-centric, CIOs must instill a more scientific approach to customer experience analysis.
It may be far-fetched to imagine a future where IT professionals morph into customer scientists, but next-gen IT needs to be on a path toward more rigorous and systematic customer analysis to craft cause-and-effect theories of customer behavior.
Every organization claims to be customer-focused, some going so far as to insist they are customer-obsessed. In actuality, for most enterprises “customer focus” is a talking point and an aspiration, not a differentiating capability.
