Aligning IT to customer experience strategy execution
The CIO of a national retailer was asked to develop an IT strategy to support a new “customer experience” strategy. The challenge faced by the CIO was that the strategy was only defined at an aspiration level based on achievement of eight store experience objectives. Our team of business and technology savvy consultants worked with the CIO to define the IT opportunities and requirements to support the customer objectives and build out a prioritized business case for the key applications, technology and connectivity requirements. The IT strategy was presented and approved by the Board and used as the key blueprint for a store-wide technology refresh. The IT capabilities resulted in realization of key customer objectives such as improved satisfaction, higher frequency of visits, increased average receipts, increased SKUs/receipt, etc.).