Infrastructure Management White Papers
Using a Customer Experience Framework to Connect IT Capability to Business Results
Overview Ultimately, any initiative to improve IT effectiveness or increase IT capability will go only as far as its business case. The deeper into technology infrastructure one goes, the more tenuous the link to improvement in business performance metrics such as revenue, expense and profit. Its research reveals that an important framework is emerging for connecting IT capability to business performance in customer-centric financial institutions - a framework that focuses on driving improved customer behavior through improved customer experience. In this paper, Financial Insights analyzes current conditions in financial services and use cases that illustrate an unbroken line connecting IT capability to business health through improved customer experience.
| Publisher | IDG (International Data Group) | File Format | |
|---|---|---|---|
| Date Published | March 2008 | ||
| Format | White Papers | ||
| Topics | |||
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