On Demand: ‘Evolving CIOs: The Customer Experience Priority’

The 21st-century CIO must prioritize customer experience; it’s essential to competitive advantage. To do that, CIOs should embrace two roles: keeper of infrastructure and digital facilitator of business value. They must use levers of influence that are both internal and external.

In this on-demand webinar, Stephen Andriole, author of “Seven Key Steps for the Evolving CIO,” examines those levers and counsels CIOs on how best to employ them for optimum customer experience.

In this webinar, you’ll learn:

  • The seven key steps CIOs should take to improve customer experience.
  • How internal levers enable CIOs to pursue optimal CX applications through processes and best practices.
  • Why shadow IT should be encouraged — and funded.
  • Why CIOs must shift from a focus on projects to a focus on programs for business value.
Stephen J. Andriole
Stephen J. Andriole is the Thomas G. Labrecque Professor of Business Technology at the Villanova School of Business.
Allison Ryder
Allison Ryder is senior project editor at MIT Sloan Management Review. She will moderate the session.