Merely satisfying a customer with a solid product or a good deal isn't enough anymore. It requires a differentiated empathetic experience for every customer. And providing an empathetic experience requires the whole organization, and specifically the CIO, as almost every customer touch is through the lens of technology. The CIO owns the technology, data and talent needed to build a foundation for empathy at scale as providing customers with engaging and differentiated empathetic experiences is the new marker for success.