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Why read this report

Business technology (BT) brings together technology and traditionally customer-facing roles like marketing, sales, service, brand/product management, and fulfillment to deliver superior (digital) customer experience. The increasingly crucial role that digital technologies play in customer engagement elevates the CIO role in business. This report explains how the age of the customer requires tech management to transform into an outside-in function that plans, builds, and runs BT according to customers' expectations. 

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