India, July 8 -- Even before the onset of COVID-19, customer expectations had been on the rise. Success requires delivering a distinctive customer experience at scale, and technology plays a central role in that delivery. With social distancing and economic upheaval likely driving durable changes to customer behavior, we expect these trends to accelerate. In this environment, the role of the CIO is becoming ever-more important in creating experiences that drive long-term market success.

Given these pressures, there are key technology programs that CIOs should spearhead, and key investments leading firms are making in their teams. Responding to novel customer demands and capturing revenue in a turbulent commercial environment requires del...