Published in the Service Management Paper of May 28th, 2015

As CIO, you need to establish a shared way of thinking with your business peers that places and keeps your customers at the centre of your decisions and conversations

Forrester’s recent global survey of business decision-makers identified revenue growth as the most important initiative for the next 12 months. That requires competitive advantage. But technology has fundamentally changed competitive dynamics: Your customers, both B2B and B2C, use technology to get things faster, better, cheaper, and with a higher degree of service. And if you can’t meet their needs in the age of the customer, you better believe someone else can.

— The remainder of this article can be found here

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