With a strong IT power core, you could be fortunate to be far along on the continuum of collecting and using customer data and feedback. Strong IT departments push very hard for the business leaders to provide clear requirements for the application of resources.
In this power core, as we have seen in others, there is no glue bringing the silos together to connect the operations. Each silo creates its own annual plan, IT requirements, and budget. The results can be exasperating for customers as they are automated within databases.
The first job is making IT a true partner in the customer experience mission.
