Why listening to customers is no longer enough

Why listening to customers is no longer enough

Learn how the most successful businesses and their leaders – digital transformation masters – are changing what it means to be customer-driven

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July 31, 2018

The customer comes first. Business leaders have said this for years. In fact, the motto “the customer is always right” was coined in 1909.  But having a narrow view of what "listening to customers" means will not cut it in today's disruptive environment. The most successful businesses and their leaders – true transformation masters – are changing what it means to be customer-driven. 

“You have to really pivot to take an outside-in view, a customer journey map view, and then gear your organization around the customer,” says Cynthia Stoddard, senior vice president and CIO at Adobe Systems. 

Stoddard and other CIOs and leaders share their approaches to customer-centricity in the new Harvard Business Review Analytics Services report, “Transformation Masters: The New Rules of CIO Leadership.” For instance, Cardinal Health CIO Patty Morrison shares how customers are directly shaping Cardinal's new offerings through an "alpha customer" program. 

Download the full report to learn more about taking customer-centricity to the next level –  and six other critical new leadership rules for CIOs. 

The new rules of CIO leadership

By Harvard Business Review Analytic Services
Community of business-minded IT leaders exploring the evolving role of CIOs as they drive business strategy and inspire enterprise-wide innovation.

7 New CIO Rules of Road

CIOs: We welcome you to join the conversation

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