Do CIOs care more about internal customer experience today than they did ten years ago?

2.6k views7 Comments

Managing Director in Finance (non-banking), 1,001 - 5,000 employees
A function head once asked me why I cared about customer experience when all my customers were internal. Their reasoning was that if they don't like something, tough luck because we're not building applications internally for people to love. We just expected them to be used. And we all know that that's a silly response, but it makes me wonder how we can balance that perception.
Member Board of Directors in Finance (non-banking), 201 - 500 employees
I was the CIO of Palm, which was obsessed with external customer experience, if you remember Palm pilots, etc. We deployed SAP Travel and Expense to all employees of Palm and it was probably one of the most unsuccessful projects that I ever was part of. At that time it was the early or mid 2000's, so user-friendly SAP was an oxymoron. 

But the consumerization of IT has had a tremendous impact on how we think about customer experience. External customer experience came first because it was a must for companies that wanted to attract customers—especially companies that are focused on e-commerce or focused on consumers having a very good experience. But I do believe that it really influenced how CIO's thought about internal customer experience. 

It may not have been a revolution, but it was certainly a very significant evolution of us as IT professionals being passionate about deploying easy-to-use and intuitive solutions to our internal customers. So when I think of SAP Travel and Expense, compared to what is currently being deployed as SAP Concur, which is much more customer-focused, we’ve come a very long way. It's a positive trend for us IT professionals because I think we're finally getting with the program.
3 1 Reply
Managing Director in Finance (non-banking), 1,001 - 5,000 employees

Couldn't agree more but I do have a hankering for SAP 1.0 that would sit on a mainframe and was only text with fun little flashes of colored text.

Senior Director - Enterprise IT & Cloud Transformation in Services (non-Government), 10,001+ employees
The day is not far when 1 of the reason of "attrition" will attribute to worst employee experience. 

I know of few HR who are actively working to make sure processes are not only simplified but also give a great working experience to individuals. 

we all know no organization would like to get in to a situation of "brain drain" and pay a higher price of of replacement. Both affect business goals and growth. 

 same applied to losing customer to past we saw CRM were build for customer , SAP ERP HRMS for better resource mgmt ....time for HR to work on Experience.
CIO in Software, 1,001 - 5,000 employees
I don’t think so. The thing that I will say is that product offerings have gotten better over the years, naturally providing additional flexibility to support internal end users in providing better experiences.
Director, Information Security in Education, 1,001 - 5,000 employees
I’m in higher Ed, so all of our “customers” are internal. The focus on UX is definitely a larger priority since something as basic as Wi-Fi in dorms and classrooms could be the deciding factor in student retention
CIO in Education, 1,001 - 5,000 employees
I think so, yes. Overall, my strategy is predicated at an overarching level on customer experience. In this case, it’s customer agnostic - meaning it doesn’t matter if it’s internal or external or if it’s faculty, staff or student/alum

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