Customers expect more from company leaders.
It is time for leaders in organizations to extend their trust to business units beyond their own. When relationships between top marketers and IT leaders are dysfunctional, the consequences are severe. Here’s what the two leaders should do:
Identify the CMO as the “Chief Experience Officer.” And since customer experience involves every touch point, the CIO is heavily involved too.
Signal that IT is the strategic partner to marketing. That means more than platform selection and execution.
Agree to work from the same playbook. Agree on access to customer data and speed to market along with security, privacy, and standardization.
Change the skill mixes. Upgrade skills and cross-train.
(via The Dangerous Tension Between CMOs and CIOs - Julia Kirby - Harvard Business Review)