Warby Parker’s ERP implementation costs tip $5M mark; How P&G rolled out its internal generative AI model; MassMutual more than halfway done with multicloud journey
CIOs regularly confront layers of technology build-up and afterthoughts. Explore how leaders are navigating which technologies are worth prioritizing and deliver the most ROI in this Trendline.
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NOTE FROM THE EDITOR
It’s easy to recognize a bad customer experience — one where you wait on hold to fix an issue, only to be transferred to yet another service agent.
But what makes a good customer experience? CX encompasses all aspects of the customer journey, from the consumer’s first awareness of a brand to their interactions with it weeks and months after a purchase.
It’s a relationship made up of the technology, people and services consumers interact with, and it's crucial for every type of business to get it right.
I wanted to take a moment to point you toward a new Industry Dive publication dedicated to all things customer experience. CX Dive will examine the customer service, customer success, revenue and internal challenges CX teams face, alongside the emerging technologies disrupting the sector.
The ongoing push for digital transformation has been long urging organizations to upgrade and overhaul technology stacks toward service-based models. Learn how CIOs are responding in this Trendline.
While migration is the end goal, modernization is the means, regardless of where an application lives, Head of Product and Platform Technology Sherriff Balogun said.
From the IT service desk to the software development pipeline and even outside of IT, generative AI is positioned to impact the way work gets done. Learn how CIOs are responding in this Trendline.
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