CustomerThink Founder Bob Thompson interviews Rob Strickland, President of Strickland Consulting and former CIO of T-Mobile USA, about how business strategy, technology and customer experience can come together to drive business performance.
Key discussion topics:
- How social media is driving interest in real-time analytics of “Big Data”
- Why executives must “get out of the ivory tower” to lead a truly customer-centric organization
- The proper role for technology to enable and empower front-line employees
- How to analyze and resolve cross-channel experience issues that span organization silos
- The emerging strategic role for CIOs to help deliver superior customer service experiences that drive business results
Interview recorded June 29, 2011.
