Should CIOs spend more time with their CMOs?

Mobile offers greater personalization – that’s one reason why it is the top priority for:

Customer experience is paramount to success

of leaders say providing a good customer experience is

their top strategic priority1

Source: Forrester, “Trends 2016: The Future Of Customer Service” forrester.com.Source: Forbes, “Customer Experience: Is It The Chicken or Egg?” forbes.comSource: NewVoiceMedia, “The multibillion dollar cost of poor customer service [INFOGRAPHIC]” newvoicemedia.com.

Source: IBM Institute for Business Value, “Redefining Markets Insights from the Global C-suite Study – The CIO perspective” ibm.com. Source: IBM Institute for Business Value, “Redefining Markets Insights from the Global C-suite Study – The CMO perspective” ibm.com.Source: IBM Institute for Business Value, “Moving from the back office to the front lines CIO insights from the Global C-suite Study” ibm.com.

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Source: Forrester, “Digital Customer Experience Trends for 2016” customercommunications.com.4

5

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7

of buyers will pay more for a better customer experience2

is lost by US companies alone each year due to poor

customer service 3

95% 86%

$41 Billion

71% of CIOs5

64% of CMOs6

CIOs are focusing more on customerexperience than ever before

Customers want new and personalized experiences

of consumers have chosen, recommended, or paid more for a brand that provides a personalized service or experience4

77%

of CIOs surveyed intend to focusmore heavily on improving the customer experience7

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