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Computer CX CIO
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Improving CX now a core responsibility for most CIOs - report

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2nd Oct 2018
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Most UK CIOs are being asked by company boards to help them enhance customer experiences with IT. 

While chief information officers (CIOs) have historically been tasked with addressing operational efficiencies and IT performance, new research suggests that the key responsibilities of a growing number of CIOs also relate to improving customer experience.

The Harvey Nash/KPMG CIO Survey suggests that most company boards are now demanding that CIOs focus on how they can become more customer-centric.

In the survey of 1,200 UK CIOs, 60% of UK CIOs said that management wanted IT to help enhance customer experience.

It also found that when it comes to prioritising digital technology initiatives, improving customer experience is the most important goal for 62% of UK CIOs, followed by attracting new customers and growing revenue from existing customers, both at 57%.

“Customer-centricity is becoming understood to be at the core of driving greater value for organisations. This year, we have clearly seen how organisations that put customers at the heart of everything are driving greater growth and profitability,” says Lisa Heneghan, head of digital transformation at KPMG UK.

“This is requiring CIO’s to think in a different way and understand how the IT function can also pivot to enable a more integrated customer experience.”

Now in its 20th year, the Harvey Nash/KPMG CIO Survey is the largest IT leadership survey in the world. And other findings reveal the extent to which the automation of customer service features in leaders’ plans to overhaul the customer experience with IT.

Roles in customer support are the second most likely to have been automated, according to respondents – second only to IT itself. Roles in IT (24%), customer support (19%) and finance (14%) were cited as the main three roles that have been automated.

Elsewhere, 45% of respondents expect their IT spend to increase over the next 12 months, with artificial intelligence ranked as their number one technology investment.

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