Closing the cultural and skills gaps in digital customer experiences

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Technology jobs have always tended to be straightforward roles -- heads down, designing, building, troubleshooting, more troubleshooting, and staying on top of new technology announcements. Oh, and more troubleshooting. But the time has come to turn as much as possible to automation and cloud providers, and reconsider the roles of technologists and technology leaders. 

Digital Transformation

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It's time to open them up as more strategic advocates for business transformation. The business recognizes that this is needed. It's a matter of adapting the corporate culture, and finding or developing the skills that can move things forward.

This was all triggered by the rush to digital that commenced in the spring of 2020, which turned tech professionals almost overnight into customer experience advocates. 

"Within the last two years, technology professionals have evolved their skillsets to deliver resilient, transformative customer experiences," observed Chris Rittler, vice president of CX product management for Cisco. "Working closely together, technology teams have implemented efficient processes to reimagine how they create, capture, and prioritize customer experiences to keep pace as business priorities shift."   

We wanted to make things worse, says McDonald's, but it costs too much money The #1 way AI is transforming grocery shopping A United Airlines pilot made a big speech to passengers. Not everyone will love it It's time for tech teams to find their voice in customer experience We wanted to make things worse, says McDonald's, but it costs too much money

The #1 way AI is transforming grocery shopping

A United Airlines pilot made a big speech to passengers. Not everyone will love it

It's time for tech teams to find their voice in customer experience

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