Customer experience: The new IT imperative

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CIO Amy Evins and her team have moved away from talking about technology as something that supports the products the company sells to instead focusing on IT that creates experiences customers want. “Even just five years ago, when CIOs talked strategy, it was about growth, it was very product driven. The customer was kind of talked about, but the customer was not in the forefront,” she says. “But there has been a huge pivot over the past two years, because now the customer is at the center, and at the center all the time.”

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