CIOs are uniquely positioned to drive their organizations forward into the “age of the customer.”  That’s because any organization-wide shift to improving the customer experience today must be driven by technology. But it may not happen naturally: CIOs must seize the initiative and drive strategy and process around developing CX innovations.

This infographic, a companion to our recent eBook on the topic, lays out some of the reasons why not all CIOs have been able to assume this expanded role, 3 “archetypes” of CIOs, and an overview of steps leaders can take to enable customer transformation.