{"id":2556,"date":"2023-04-19T10:00:00","date_gmt":"2023-04-19T10:00:00","guid":{"rendered":"http:\/\/138.197.200.24\/resources\/blog\/the-role-cios-can-play-in-shaping-customer-experience\/"},"modified":"2026-08-06T10:22:20","modified_gmt":"2026-08-06T10:22:20","slug":"the-role-cios-can-play-in-shaping-customer-experience","status":"publish","type":"blog","link":"https:\/\/www.smartkarrot.com\/resources\/blog\/the-role-cios-can-play-in-shaping-customer-experience\/","title":{"rendered":"The Role CIOs Can Play in Shaping Customer Experience in 2023"},"content":{"rendered":"
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Customer experience is growing as a requisite in the digital world. The fact that customer experience is now a priority calls for a guide to handle transactions and ensure the process is maintained. Chief Information Officer or CIO is a C-Suite executive whose importance and role has risen in recent times. CIOs played a crucial role during the global pandemic to keep the employees and their families safe.\u00a0In the last year or so, the priorities have drastically changed.\u00a0Secure and speedy connections, workplace information access, and data security are some aspects that CIOs need to deal with in today\u2019s remote work culture.\u00a0Today there is a need for digital adoption by CIOs in B2B SaaS companies.\u00a0<\/p>\n

In traditional terms, a CIO is one who would respond to information on the website and effective management of the IT support. The role has evolved to accommodate the unanimous increasing influence of customer experience. Let us learn how the role of the CIO has grown to implement customer experience initiatives in the company.<\/p>\n

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How has the role of CIOs evolved in the digital era?\u00a0<\/h2>\n

The CIO as we know is an executive responsible for the IT processes in the company. In the wake of the remote working structure, the CIO has become responsible for creating an IT structure that is functional and customer centric. Any B2B SaaS company needs to focus on CX to improve business outcomes.<\/p>\n

This has led to the CIO role expanding to include customer experience. The CIO, apart from day-to-day infrastructure processes also disseminates customer information across the business. Customer experience is now a priority for the CIO as per a report<\/a> from Foundry (formerly IDG Communications). For 57% of CIOs, improving customer experience<\/a> is a priority while 81% of the CIO respondents admitted to implementing new technology for customer interactions.<\/p>\n

Customer interaction has changed, and customers feel happy when their needs are met. CIOs who lead digital and IT systems can play a vital role in allowing this to happen. Along with the Chief Customer Officer, CIO can enable customer loyalty and experience is maintained.<\/p>\n

Need for instant connection with the CX teams\u00a0<\/h2>\n

The CIO needs to use data intelligence to create high-level customer experiences to win over competitors. The CIO needs to ensure the company uses cutting-edge technology to form a connection with the CX teams. The CIO can ensure there are no blind spots in the customer journey. They can notice the gaps and siloed data which can be corrected. The CIO is the one responsible for ensuring authentic interactions occur along the customer journey.<\/p>\n

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