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:
Will you be a lead actor or a supporting player? There are three main roles that AD&D pros can play for digital CX projects: provide back-end services; design, architect, and implement projects; and partner with marketing to take on a CX leadership role. There’s no “right” role. Depending on your maturity, you’ll want to take on the role that best suits your organization.