In order for organisations to truly become experience-centric, it is critical for IT to shift its role as well. IT has impact on all aspects of how an organisation operates, and this in turn has direct impact on how well the business can deliver value to itself and to customers.
Customer and staff experience are at the heart of this shift, as experience is often the only differentiator in an increasingly commodified product and service environment.
We’ll explore what an experience-enabling IT function looks like, within shaping experience strategy down to supporting and maintaining the experience-led environment of today. This is a critical (and often-overlooked) part of any organisation becoming, and staying, experience-led.