Tangerine Chief Information Officer Charaka Kithulegoda described how technology can help businesses improve their customer satisfaction levels during his presentation at the 2015 Chief Information Officer Leadership Forum in Toronto on Sept. 30. In his presentation, "Using Technology to Empower a Better Customer Experience," Kithulegoda noted that technology can help businesses adapt to change very quickly, allowing these companies to keep pace with customer demands.
Kithulegoda said technology is evolving in 18-month cycles. Agility and flexibility are important for today's CIOs, Kithulegoda said, because they need to be able to adopt new technology that continues to evolve at a faster pace than ever before. In addition, he pointed out that technology is changing the way customers approach businesses: "It is about empowering our customers to make better choices; it is about empowering them, innovating and experimenting; it is about creating personalized services that meet the changing needs of our customers. At the end, it is about the experience that we create."
According to Kithulegoda, delivering a differentiated customer experience can help a business extend its reach and increase its clientele. Today's CIOs must be able to deploy technology that makes things simpler for customers, Kithulegoda said, to empower clients and enhance the customer experience: "For CIOs or anybody in the C-suite, it’s not just about throwing technology at the problem; it is about identifying the pain points, it is about finding those pain points in the customer journey and using the right technology to provide a simple, seamless and relevant experience for our clients."