CIO Brief: Using IT to Redefine the Customer Experience

This white paper focuses on how IT can help redefine the customer experience. Rob Lanoue, partner in charge of Deloitte’s Customer Experience Practice, provides an overview of how business understands “the customer experience.” Kathy Haley, UP Express CEO, and Robert Power, director of IT&T for Metrolinx, discuss IT's role in delivering a great guest experience at UP Express.

The paper is based on the proceedings of a CIO Brief meeting focusing on how IT is being redefined. It is written by Heather A. Smith, a senior research associate, and James McKeen, emeritus professor, both of Smith School of Business. CIO Brief meetings bring together chief information officers from leading Canadian organizations to exchange best practices around information technology management strategy. Membership is by invitation only. The sessions are co-sponsored by Deloitte and Smith School of Business. For more information on this industry forum, go to:

Smith School of Business

Goodes Hall, Queen's University
Kingston, Ontario
Canada K7L 3N6

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