Collaboration between the CIO, CCO, and CMO is Crucial to Boost CX

    Collaboration between the CIO_ CCO_ and CMO is Crucial to Boost CX-01

    Customer Experience (CX) has become a competitive advantage for all firms, with CIOs playing a key role in creating seamless digital experiences across online, SMS, mobile, and in-store. The CIO’s role is rapidly shifting from back office to front office, with a mission to improve CX and boost the company’s bottom line.

    Today’s CIO should develop closer relationships with their colleagues in the C-suite as digital technology plays an increasingly important role in keeping customers pleased. They now have a new set of responsibilities, in addition to ensuring that systems are available and running optimally, to make CX as frictionless as possible across all digital touch points, and to improve reputation and customer loyalty by delivering on the promises made by the marketing and service teams.

    To achieve this, the CIO must work closely with the Chief Customer Officer (CCO) and Chief Marketing Officer (CMO) to create a highly optimized customer experience. This extends beyond customer interfaces to the security and performance of various backend systems, ensuring that they are cohesive and reliable.

    Invest in systems that improve CX

    To stay ahead of the competition, CIOs should create data-driven, high-definition customer experiences (HD-CX) and lead their organizations away from outmoded platforms. One method the CIO can assist the company in achieving its objectives is to personalize services. Marketers can better anticipate and meet a customer’s requirements when they have more information about them.

    Instead of burdening employees with time-consuming and arduous data entry activities, CIOs can allow CRM tools to perform the work. Data is automatically captured and presented in context to everyone who requires it through systems.

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    Getting a 360-degree view of the customer

    A complete view of the customer is required to create a compelling, engaging HD-CX. To attain that 360-degree picture, a business needs to track every step of the customer journey in order to understand what the consumer wants, their previous interactions, and their present activities in order to accurately predict future preferences and trends.

    AI, voice recognition, and personalization are all emerging and growing technologies that are becoming increasingly important in HD-CX. As CIOs work more closely with CCOs and CMOs, they should learn how to use these powerful tools and become advocates and evangelists. But it has to be done in a way that makes sense for the company and isn’t burdened down by technobabble.

    The CIO can provide tools that take data and turn it into meaningful information that can be used to build knowledge, which can then be utilized to make better decisions and forecasts. These vital insights allow firms to make assured decisions and focus on the most important marketing, sales, and customer service operations.

    Break down the silos

    CIOs are in a unique position to break down departmental silos and ensure a consistent user experience. They know how each business functions, from sales to services to marketing, use data and tools to support interactions. This provides the CIO with a distinct perspective that isn’t limited by the needs of any department. The CIO can see how the data might be linked together to provide the much-desired 360-degree perspective.

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    Customers simply perceive one brand and one company; they are unaware of the distinctions between contacting sales and support teams. It’s also logical for marketers to view customers as a single unit rather than as someone to whom they promote, someone who buys from them, and someone who contacts them for support.

    It may seem impossible to align and remove silos. A sophisticated CRM system, on the other hand, can close the gap and eliminate blind spots. CIOs can get the insight they need to make both strategic and tactical decisions by collecting customer data, recognizing and addressing any gaps, and pairing it with the correct technology.

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