A model to assess customer alignment through customer experience concepts

TL;DR

This paper introduces a new maturity measurement model to assess how well companies align their strategies and practices with customer expectations and external environment, addressing a gap in existing internal-focused models.

Contribution

It presents a novel model for measuring business and IT alignment with customers, expanding the scope of BITA to external stakeholders.

Findings

The model effectively evaluates customer alignment maturity.

Application results show improved understanding of external alignment.

The model identifies key practices for enhancing customer relationships.

Abstract

Business and Information Technology Alignment (BITA) has been one of the main concerns of IT and Business executives and directors due to its importance to overall company performance, especially today in the age of digital transformation. For BITA has been developed several models which in general has focused in the implementation of alignment strategies for the internal operation of the organizations and in the measurement of this internal alignment, but, there is still a big gap in measurement models of the alignment with the external environment of the organizations. In this paper is presented the design and application of a maturity measurement model for BITA with the customers, where the customers are actors of the external environment of the companies. The proposed model involves evaluation criteria and business practices which the companies ideally do for improve the relationship with their customers.