How many times have you called a company for customer support, input your account number when prompted, been transferred to the support team, only to have the support person ask “What is your name and account number?” It sucks out part of your soul, doesn’t it? Seriously.

The term customer centricity is all the buzz these days. Customer experience. Customer first. Chief Customer Officer.  Customer. Customer. Customer.

If you’ve raised your brows and your eyes are widened, there is good reason. Each and ever day, digital transformation is putting more power in the hands of customers. Customers are demanding ease of use and access to solutions and information at an exponential rate.

Simply saying you are customer-focused won’t cut it, you must truly embrace the customer-centric mindset and put the customer at the center of everything you do. That means strategy, execution and measures. This is fleshed out beautifully in a McKinsey article, From touchpoints to journeys: Seeing the world as customers do.

This mindset means that even though individual customer touchpoints are critical, of even greater importance is the breaking down of functional silos by having ALL functions measured on the entire end-to-end experience.

As an IT leader, you might be thinking, “What does this have to do with me?” 

The answer? A lot. Your employees—they are your customers, for all intents and purposes—are bringing consumer-like expectations into the workplace and IT is expected to deliver.

Recently, we noticed an unexpected trend. Some IT organizations are funding Customer Experience leader roles because of this experience expectation shift within the employee base. And to stay competitive in the talent marketplace, these IT organizations know it is critical to deliver the best experience possible to the employees and organization.

Christine Singh, Director Customer Experience at New York Presbyterian Hospital being interviewed by Kirill Tatarinov at Synergy 2016
Christine Singh, Director Customer Experience at New York Presbyterian Hospital being interviewed by Kirill Tatarinov at Synergy 2016

Curious how your organization can become more experience oriented? Stay tuned for upcoming blog posts, where we’ll talk about ways to ignite a customer-centric mindset, delve further into trends we’re seeing in experience and IT, and successes we are seeing with different organizations.

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