| | June 20178CIOReviewIn My OpinionReshaping Customer ManagementBy Christopher Higgins, CIO, Technology Delivery and Infrastructure Services, U.S. Bank [NYSE:USB]As Chief Information Officer of Technology and Operations Services at U.S. Bank, you might expect me to care most about technology and operations business processes for the successful delivery of technology. While these are certainly critical elements, I believe these are not the most important. I have come to strongly believe everything needs to start with a defined customer and employee experience. Each interaction a customer has with a company presents an opportunity for a good, fair or bad experience. The customer experience and employee support of that experience needs to be the starting point for successful business engagements which are enabled, not driven by, technology and data. Technology and processes matter, but people matter more.This is where customer centric engineering comes in. Listening to customers' needs and understanding what will
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