What has your IT team done to bring customer experience to the forefront of your organization?

2.5k views24 Comments

IT Executive in Healthcare and Biotech, 10,001+ employees
Ensure our focus groups include customers, both internal and external. 
Senior Director in Healthcare and Biotech, 1,001 - 5,000 employees
We use visualization tools and wireframes as the start of all development, rather than just user stories or requirements with no visual element.
Senior Director Enterprise Applications in Software, 1,001 - 5,000 employees
The customer is king. The more you can empower the customer to do self service, the more it benefits them and you. Empowering customers to reset passwords and request IT equipment are easy and really add value.
CIO in Consumer Goods, 11 - 50 employees
Go and do the three sales transaction to the end customer.
Secure Facilities Information Technology Manager in Manufacturing, Self-employed
Our IT has been focused on the customer experience by integrating their needs and expectations with our current updates/rollouts. We show proof that their expectations are being realised into day to day operations. 
Senior IT Executive in Education, 51 - 200 employees
We've included customer teams in our project teams early - from the blueprint stage.
Global IT Director in Services (non-Government), 5,001 - 10,000 employees
For our internal customers, as part of our testing, we attempt to mix in the least IT savvy testers and those who are the most critical.  Too often testers are seen as the "safe" group.  We get the best feedback from the most critical people.  
Director in Finance (non-banking), 10,001+ employees
our biggest effort along these lines has been the creation and enhancement of a customer-facing portal. Rather than having to call in for status and reporting we are trying to make these things available at the time a customer needs with as near real-time data as possible. Additional enhancements we want to focus on include the ability to pull up contact information for specific issues, process for escalations and engagement when customers need, and in general policies customers frequently request when going through an auditory exam
Assistant Director IT Auditor in Education, 10,001+ employees
Our IT team bring the customer experience into the organization by focusing on changing attitudes and making the customers central to our organizational value that guides behaviors and decision making and incorporate it into the way we do business. By understanding existing issues, we modify business structures and processes to address customers’ needs.
ISSO and Director of the IRU in Healthcare and Biotech, 10,001+ employees
Everything we do from AI to business solutions.  Our organization is 100% focused on the customer experience Bc they are the most important part of our business. 

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No, but we should49%

No, we don't need it18%

Not sure4%



CTO in Software, 201 - 500 employees
Without a doubt - Technical Debt! It's a ball and chain that creates an ever increasing drag on any organization, stifles innovation, and prevents transformation.
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Accountability - There's no system for accountability - we just rely on people keeping their word33%

Innovation - There's a structured process to contribute an idea and see the eventual outcome and decisions53%

People - Our company finds it difficult to do any of the above33%

People - Laggards hold things back but certain people and teams make it happen31%

General - We find it difficult to do any of the above15%

IT - We are held back from most of the above by legacy systems and a dependence on IT24%

Processes and Workflow - We've reached a point where email, chat and documentation have been replaced with accountable tasking and repeatable processes17%

Processes and Workflow - We publish processes or documentation and try to keep it up-to-date13%

Something else (comments below)1%


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