The survey found that in organisations where marketing, digital, and customer experience (CX) teams are highly aligned, survey respondents reported 1.6x faster revenue growth than their peers and 1.4x better customer retention.
Koetzle urged technology leaders to reduce their organisations' footprint of bespoke or isolated tech stacks: 'Years of teams building and maintaining their own applications or insisting on idiosyncratic 'ideal' architectures has resulted in massive technology sprawl and technical debt.'
Forrester recommended that platform teams break down silos and innovate. These cross-functional product-centric teams build and maintain tooling, infrastructure, and services, enabling other IT and business teams to build, deploy and manage their applications.
Koetzle recommended that business and IT leaders help ensure functional alignment around customer journeys by investing in a shared journey map and prioritising key journeys.
#budget-planning #it-leadership #cross-functional-collaboration #technology-investment #customer-experience
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