Customer Experience

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CIOs and the Future of IT

  • Frontiers

  • Opinion & Analysis
  • Read Time: 12 min 

Chief information officers need to oversee all of IT — in close collaboration with marketers and the business units. Only then can companies deliver digital experiences that win, serve, and retain increasingly demanding customers.

Sponsor's Content | Supply Chain Analytics: How High Tech Can Meet Speed, Revenue and Cost Goals

  • MIT SMR Custom Studio | Content Commissioned for UPS

Amid the pressures of fast innovation and consumer expectations for personalized delivery experiences, high-tech businesses are working with logistics partners to instantaneously see data patterns from the end-to-end supply chain. Through predictive, prescriptive and real-time supply chain analytics, high-tech companies can get the insights they need to reduce risk, increase agility and ensure customer satisfaction.

Adobe Reinvents Its Customer Experience

Developing a successful strategy for managing customer experience and creating a great experience for employees at the same time can be a big headache, especially for large companies. In this interview, Donna Morris, executive vice president of customer and employee experience at Adobe, discusses how the company’s unique approach generates value and goodwill internally and externally. She is interviewed by Gerald C. (Jerry) Kane, associate professor of information systems at the Carroll School of Management at Boston College and guest editor for MIT Sloan Management Review’s Digital Leadership Initiative.

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