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THE CIO AND THE AGE OF THE
CUSTOMER
HACKING VALUE DELIVERY
Presented By
CIOs have an opportunity to change the way
their role is seen in organizations
everywhere.
Because customers are now in th...
“The perception of IT still
appears to be shaped by its role as
"helpdesk"'
“CIOs are one of 3 archetypes: solid utility,
...
“If your IT systems are fine in the morning
then this is just okay, because it’s what users
are expecting. But anything th...
As a result, priorities are narrow in scope: in
a poll of budget priorities for 2015:
claimed
improving
efficiency and
bus...
90% 90%
Just 35% of C-suite executives
think that the CIO “adds value to
the overall business growth
through product innov...
(Crowd Tap)
Customers are empowered with information
and access to reviews and social media.
CUSTOMERS TODAY
IT'S ALL ABOU...
90% 90%
Mobile devices now account for
more than 60% of total digital
media consumption time, and
mobile traffic accounted...
CIOs can be the hero that helps their
businesses act on the need to address
customer experience, in the process
changing t...
Find gaps where there drop-offs in
engagement or abandonment.
MAP OUT THE
CUSTOMER JOURNEY
Develop ideas about what kinds ...
What can be built in-house, what can be
purchased as a service (SaaS, PaaS, IaaS
or others), and what budget will be
neede...
Choose metrics and determine baselines
and goals, in order to find out how the
customer experience will be improved.
DEFIN...
THANKS FOR READING!
For more on how CIOs can drive value in
their organizations in the Age of the
Customer, download our e...
RESOURCES
"Research: IT Budgets Rising for Many in 2015"
The Gartner CRM Team Perspective on How IT Can Best Support an Or...
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Hacking Value Delivery: The CIO and The Age of The Customer

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CIOs have the technology expertise to
design and develop cutting edge
customer-facing applications in a
variety of formats and functions –
something every organization needs to
compete today.

Published in: Technology
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Hacking Value Delivery: The CIO and The Age of The Customer

  1. 1. THE CIO AND THE AGE OF THE CUSTOMER HACKING VALUE DELIVERY Presented By
  2. 2. CIOs have an opportunity to change the way their role is seen in organizations everywhere. Because customers are now in the driver’s seat. CIOs have the technology expertise to design and develop cutting edge customer-facing applications in a variety of formats and functions – something every organization needs to compete today. Why?
  3. 3. “The perception of IT still appears to be shaped by its role as "helpdesk"' “CIOs are one of 3 archetypes: solid utility, trusted supplier, or partner player” (Forrester) (Ernst and Young study) In other words... CIOS TODAY STUCK IN THE OLD SCHOOL
  4. 4. “If your IT systems are fine in the morning then this is just okay, because it’s what users are expecting. But anything that deviates from that is terrible. So it’s a negative scale that effectively goes from really, really bad to just okay.” They are held back by a “negative scale”: (Benoit Laclau, Partner in Ernst and Young IT advisory practice)
  5. 5. As a result, priorities are narrow in scope: in a poll of budget priorities for 2015: claimed improving efficiency and business processes was either a medium or major priority claimed increasing productivity through technology 90% 90% These are traditional “bottom line” drivers for IT, not strategic customer experience transformation. (Tech Pro Research's 2015 IT Budget Trends)
  6. 6. 90% 90% Just 35% of C-suite executives think that the CIO “adds value to the overall business growth through product innovation” (Ernst and Young study) 35%
  7. 7. (Crowd Tap) Customers are empowered with information and access to reviews and social media. CUSTOMERS TODAY IT'S ALL ABOUT YOU! 65% 67% use social media to research buy based on items seen on social
  8. 8. 90% 90% Mobile devices now account for more than 60% of total digital media consumption time, and mobile traffic accounted for 45% of traffic to eCommerce sites in the 2014 holiday season. (Tech Crunch) Today, 92% of companies say customer experience is a top priority (Forrester)
  9. 9. CIOs can be the hero that helps their businesses act on the need to address customer experience, in the process changing the way the role is viewed. THE BEGINNING OF A BEAUTIFUL FRIENDSHIP By taking initiative to lead the customer experience strategy. How?
  10. 10. Find gaps where there drop-offs in engagement or abandonment. MAP OUT THE CUSTOMER JOURNEY Develop ideas about what kinds of information or experiences would fill those gaps and better engage users. IT leaders have to leave their comfort zone, and collaborate across departments.
  11. 11. What can be built in-house, what can be purchased as a service (SaaS, PaaS, IaaS or others), and what budget will be needed. DETERMINE TOOLS AVAILABLE There is a booming market of customer engagement services that can help IT leaders to fast-track customer experience transformations. The CIO is best equipped to evaluate and implement these services.
  12. 12. Choose metrics and determine baselines and goals, in order to find out how the customer experience will be improved. DEFINE SUCCESS Work across departments to find out what optimizing the customer experience will mean for other stakeholders.
  13. 13. THANKS FOR READING! For more on how CIOs can drive value in their organizations in the Age of the Customer, download our eBook DOWNLOAD NOW "Hacking Value Delivery: The CIO and the Age of the Customer"
  14. 14. RESOURCES "Research: IT Budgets Rising for Many in 2015" The Gartner CRM Team Perspective on How IT Can Best Support an Organization's Customer Experience Transformation "CSPs Can Improve Customer Experience by Using KPIs From Network Operations and Business" "The CIO’s Blueprint For Strategy In The Age Of The Customer" "The DNA of the CIO: Opening the Door to the C-suite"

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