CIOs are shifting their collective focus from the back-office to the frontlines as customer engagement and customer experience become critical for business strategies moving forward, according to a report from IBM’s Institute for Business Value.
The report, which is based on interviews with more than 1,600 CIOs from 70 countries and 20 industries worldwide, and shows that CIOs want to devote more time to customer experience management (+15%) as opposed to sales and new business development (+6%) and marketing and communications (+2%)....