Forrester analyst Anjali Yakkundi says that digitally enabled customer experiences are no longer a nicety; they’re an obligation. The problem is that IT and business don’t always work well together:
- Business relegates IT to a uncreative computing utility.
- IT chuckles at business’s technology naïveté.
Anjali says that this gulf between business and IT is closing, but not fast enough. You cannot separate technology from customers’ digital experience and you cannot separate business from technology. Her solution: You need to hire both IT and business professionals that have what Anjali calls the digital experience X factor.
Podcast: The Digital Experience X Factor (7 mins)