CIO Strategy 2021: Customer Experience is Vital (CXOTalk

Customer experience is increasingly important for every CIO. How can Chief Information Officers incorporate the lessons of customer experience while retaining focus on system uptime and other operational activities? Two leading Chief Information Officers share their thoughts and advice.
In this conversation, we discuss:
-- ​Role of the CIO in customer experience
-- Top priorities for Chief Information Officers in 2021
-- EQ and Emotional intelligence for the modern CIO
-- How to hire a great CIO?
-- How to improve customer and employee experience?
-- CIO metrics and executive compensation
Read the full transcript: www.cxotalk.com/episode/pract...
Jay Ferro is the Chief Information Officer for Quikrete, the largest manufacturer of packaged concrete in the United States. Previously, he served as CIO for several a number of other companies including Earthlink, the American Cancer Society and AIG.
Tim Crawford is ranked as one of the Top 100 Most Influential Chief Information Technology Officers (#4), Top 100 Most Social CIOs (#7), Top 20 People Most Retweeted by IT Leaders (#5) and Top 100 Cloud Experts and Influencers. Tim is a strategic CIO & advisor that works with large global enterprise organizations across many a number of industries including financial services, healthcare, major airlines and high-tech.

[@howardtiersky6939]

“Customer experience is what ultimately leads to your success or failure within your organization” - I agree! Companies are built on satisfying their customers. If you don’t care about CX, then why are you even a company at all? This was such a great episode, Michael! And for people who have such a complex job description, Tim and Jay were outstanding. They make great CIOs!

[@CXOTalk]

Thank you for the kind comments!

[@edchong]

Ya

[@DailyStockPicks]

Only the masters can simplify complex concepts, as illustrated in this show. I love both the guests. the best of best. We all know that CIO role may be among the most complex roles around in the corporate world today. Hence rare shows like this one bring the much needed clarity. One of the best CXO episodes. Keep up the great work. Thank you!

[@CXOTalk]

Thank you for the support!

[@adithyudubhaskaruni7533]

Well it's all theory that this is good and that is good. All these everyone know. We want real use cases like what problem they tried to solve for their org. What problems they faced. How did they measure their success? Else these are just boring

[@CXOTalk]

Excellent comment and advice. Can you give a concrete example of how you would improve this and make it more interesting to you?

[@adithyudubhaskaruni7533]

@@CXOTalk I would say some story. This is my cooked up story: we are a company which sell x products. We are on a mission to bring innovation in business model. We studied our entire business eco system to understand if we do some value add. We found 90% of our partners are not using email campaigns because of high costs. We wanted to convert the software which we use for campaigns into a platform and offer at affordable costs. What technology changes we had to make to convert software into platform. How we convinced partners to use it to get better results. How we convinced our finance to prove this would bring good roi. How implementation went on and what is our measure of success. Did we reach it and what problems we had to face and how we solved them.

[@CXOTalk]

Excellent points and we will ask guests to talk about the specific goals and challenges.