Why You Need a Strategic IT Roadmap

“IT manages technology and projects — not customer experiences.” Have you heard this before? Not lately, I hope. Most companies are taking on major initiatives to focus all teams on customer experience. Not just customer-facing groups. Of course, this focus requires big changes in mindset and approach in departments across the organization, including both internal- and external-facing teams.

For IT, the question becomes — how do you guarantee technology is serving the company’s vision for cu...