IT's Role in a CX Strategy

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IT's Role in a CX Strategy

Thursday, August 6 at 7:30 AM

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The role and importance of IT is often overlooked when defining a customer experience (CX) strategy. Yes, IT is expected to set up and manage the technology infrastructure used to manage the customer experience, but what about the need to respond quickly and consistently when technology is what actually creates a challenge for the customer?

In this Breakfast Briefing, Andrew Pritchard will identify the essential processes and KPIs that need to be in place between customer support and IT operations to ensure that CX is a priority for all parts of the business. He'll also explain the importance of DevOps to a CX strategy, and the ways in which customer support, operations, development, and sales have complete visibility into incidents, issues, and cases relating to a customer's experience with the organization.

Attendees will learn about:
• IT's role in CX
• How to compare your environment against best practices
• How to identify priority projects that need to be scoped or completed
• Real-world examples of customers that have already addressed these

SupportWorld Live speaker photo for Andrew-Pritchard

Andrew Pritchard

Director of Marketing


Andrew Pritchard has spent 30 years helping customers around the world understand how technology can solve business problems. A technologist by trade and a storyteller by nature, he has more than 15 years in the IT service management space, with companies like AT&T, Remedy, BMC, and now Perspectium: an innovator in integration as a service. He also enjoyed success with Oracle, Polycom, and NetApp which provided a broader perspective on the role of IT in serving the needs of the business in order to satisfy the end customer.