Ultimately, the customer experience is important because it is critical to a company’s competitive advantage, says CIO.com.  Everything IT does in some way impacts the customer experience.   Whether it is the global videoconference meeting with a potential client, or the new release of mobile-to-mobile inventory devices for the sales force, enterprise IT plays a role.  Today, enterprise IT is more strategic than ever, and is a critical partner in enabling excellent customer experiences.  CIO.com recently hosted a webcast on creatingcompelling customer experiences, and here are the highlights. More...

On Tuesday, September 15, I will give the keynote address at Frost & Sullivan’s Growth, Innovation, and Leadership conference in Scottsdale, Arizona. As a preview, I thought I’d share the high level outline for my talk and point you to additional resources behind the topics I’m covering (try clicking on the links throughout this piece). More...