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Posted by Anjali Yakkundi on January 29, 2013
I’ve read a few headlines proclaiming that IT is dead and marketers are the future in this age of the customer. We reject this widely cited notion. After all, what’s the point of great design, user experience, and marketing strategy if you can’t use technology to deliver the right experience to the right customer? IT is far from dead. IT just needs to evolve and take on a new look and feel in order to keep up with the digital customer experience (CX) imperative.
Traditional IT shops will need to rethink how they are organized and hire for new skill sets in order to keep up with digital CX projects. We recommend that application development and delivery (AD&D) pros answer these five questions when organizing around CX:
Answering each of these five questions will help transform your AD&D organization into one that better supports digital CX projects. We go into more depth, with examples and detailed recommendations for each question, in our recently published report. And I’m always looking for great case studies on organizational decisions you’ve made to support digital CX, so any feedback is welcome in the comments section or via email.
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