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IT’s role in managing the customer journey

August 13, 2019

Via: CIO

CIOs clearly need to get closer to their firm’s marketing team and the CMO. Marketing, for most, is the major stakeholder for what IT does in digital transformation. For this reason, I wanted to understand what the role of IT has been in mapping the customer journey. Specifically, what role does IT have in helping marketing discover customer touch points and resolve their points of friction?

Is CX paramount to your organization’s success?

CIOs started by saying that IT and digital transformation are ubiquitous. So yes, there is an IT role in the customer journey.

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