A year ago, furniture manufacturer La-Z-Boy underwent a major ERP implementation and technology retooling that pulled most of the IT team’s time and resources. The project was successful, but when it was over, it became clear that other IT priorities had suffered, like customer satisfaction.
“We kind of lost sight of how do we focus on and equip ourselves with the skills, tools and resources to be really great at customer service?” says David Behen, vice president and CIO. What followed was a year-long IT re-invention to fundamentally change the way IT operated, with a major focus on the customer experience.
