CIOs Struggle With Tech as CX Pressure Mounts

June 19, 20192min

The vast majority of CIOs find integrating new communications with legacy systems a challenge.

That is among the findings in research carried out by global cloud communications software provider, IMImobile, which discovered that 92 percent of CIOs faced this issue. This comes at a time when almost all (98 percent) CIOs feel under pressure to deliver the Customer Experience expected by both customers and the wider business world.

Businesses are increasingly expected to respond with the same level of speed and consistency whether using email, SMS, Facebook Messenger, or new channels such as WhatsApp Business. However, more than half (52 percent) of CIOs admit they are unable to provide a truly connected and integrated customer communications experience across all channels and business systems.

Asked to consider the major barriers they face when it comes to delivering frictionless CX, CIOs cited legacy IT systems (51 percent), data being spread across multiple systems (51 percent), and budget constraints (42 percent), as the top three blockers to progress.

Aseem Sadana, EVP at IMImobile, said: “It is widely known that the ability to innovate and improve customer communications can make or break a business. Worryingly, the research lays bare the gap between the experience customers now expect, and what businesses are currently able to provide.

“The challenge is that delivering great Customer Experience is easier said than done. This is especially the case for large consumer facing enterprises, where fragmented, legacy IT environments make integrating new communications channels and processes very complex. Many of them also have data that is spread across multiple systems, with programmes and processes varying from department to department. CIOs must consider a centralised platform approach to orchestrate and automate communications across existing business systems and communications channels.”


Paul Ainsworth

Paul Ainsworth

Experienced Irish journalist and former newspaper editor now helming executive editorial duties with Customer Experience Magazine, the UK's premier online source for Customer Experience news, features, and opinion, along with its sister site, CXM World.




Inform. Inspire. Include.
A free way to improve your business.

Customer Experience Magazine is the online magazine packed full of industry news, blogs, features, reports, case studies, video bites and international stories all focusing on customer experience.


CONTACT US

CALL US ANYTIME


UK Trademark UK00002648900

EUIPO Trademark 018131832

Contact Information

For article submissions:
Editor
Paul Ainsworth
paul@cxm.co.uk

For general inquiries, advertising and partnership information:
aleksandar@awardsinternational.com
Tel: 0207 1932 428

For Masterclass enquiries:
vuk@awardsinternational.com
Tel: +44 20 86385584

Customer Experience Magazine Limited
Company number: 12450532
International House, 24 Holborn Viaduct,
United Kingdom, London, England, EC1A 2BN

JOBS IN CUSTOMER SUPPORT

Find a job in customer support with Jobsora


Newsletter


male enhancement: vasodilators otc fun things to do with your penis how does a cockring work zyrtec erectile dysfunction how can i make my penis longer health benefits of daily sex penis exersizes how to stop ed how to stretch your cock safest online pharmacy huge vock is cialis otc naturally grow your penis where can you get viagra gnc libido best viagra thick hung men how to fuck long tadalafil 20mg online breast enlargement pills that work niacin nitric oxide silicone penis extensions physical activity quizlet penuma penile enlargement free sex usa non prescription viagra online

vape: docs vape escape drag n vape cigar vape pen vapor coil building kit bakersfield vape shop pyrex glass ecig tanks falcon coils inexpensive e cigarette starter kit vapor pens side effects icare ecig wont work flashing green light ecig tank mod alien smoke vape poet vape juice ecig shop woodbury mn amore vape juice smok ohms too low orange crush vape juice best small mod is vaping a gateway drug twitch ecig death due to vaping does vaping burn your throat 18650 vape mod virginia tech ecig policy best vapor mods 2016 ingredients of vape juice

weight loss: jogging for weight loss weight loss belt at walmart monique weight loss 2016 cameron diaz weight loss diet iud removal and weight loss jlo weight loss 2015 weight loss drug contrave diet pills for heart patients weight loss el paso what antidepressant causes weight loss isagenix for weight loss does farxiga cause weight loss jorge garcia weight loss 2018 magnesium for weight loss sorbera weight loss not eating for a week weight loss blue green algae pills weight loss cinnamon and honey weight loss recipe shark tank keto diet pills episode does ginger tea help with weight loss molecuslim diet pills reviews dr phil weight loss plan diet pills that lose weight fast strong diet pills weight loss diet for nursing mothers weight loss options without surgery

cbd oil: 1000mg cbd oil cbd alive drops marys medicinals diamond cbd additive super snouts states where cbd oil legal cbd oil stroke how to make cbd oil from hemp seeds cbd vape oil online pain management definition what does derived cbd doesnt work making oil from weed simple explanation of cbd oil best quality essential oils on amazon to bear definition bear spray does cbd oil interact with other medications sleepwalker pills walmart where to buy canopy growth cbd oil infor glassdoor cbd oil with thc for sale cbd 18 or 21 cbd ebay cbd oil sinusitis thc and cbd difference