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What every CIO needs to know about user experience design

This article by Eric Schaffer was published in Information Week on August 22, 2012

With the commoditization of hardware and software, organizations have started to look to user experience design as their key differentiator. In a recent Forrester study, 93 percent of organizations see customer experience as a key strategic differentiator. So, you are sure to be asked to make more usable and compelling applications. But what do you do?
While CIOs are well prepared to deliver efficient and reliable technological solutions, they generally have very little knowledge of the user experience field. So, it’s likely that you won’t be very effective. And we see CIOs floundering worldwide. It is a bit painful.

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