The role of the CIO is evolving from solely focusing on information technology acquisition to innovative thinking that better-aligns with a business’s vision. Forward-thinking CIOs need to source and deliver game-changing inspiration to evolve teams, processes and products to ensure innovation is delivering a positive impact on core experiences and imparting business value to the organisation, according to IBM.
“Digital transformation can focus and leverage newer ways to engage with customers, employees and suppliers,” says Jay Dettling, Managing Director, Accenture Interactive, and North America digital commerce lead. “Look at how fast consumer behaviour is changing and how great customer experiences are jumping industry boundaries. Companies need to ask themselves how long customers will accept experiences that are just ‘good enough’.”
Just as Internet-of-Things is revolutionising industries because now analysts can find insights in all that data, your CIO should focus on finding revolutionary insights. This will drive your business to increase customer-centric focus by correctly aligning information technology more closely with the technology that supports client experience.
A few examples of innovative CIO’s
These are the winners of Forbes CIO Innovation 2017 award:
- John Marcante, the CIO of Vanguard, who developed a “Digital CFO” tool for Vanguard.
- Federico Flores, the Chief Information and Innovation Officer of Ferrovial, who developed a flexible tolling system for highways.
- Michael Macrie, CIO of Land O’ Lakes, who developed a tool to conduct digital land analysis for farmers.
- Kim Stevenson, the CIO of Intel, who developed a big data analytics platform that should yield USD1 billion in value for Intel.
1. Focus your efforts on the customer
74% of decision-makers view developing or evolving a customer experience strategy as a high priority, according to a commissioned study from Forrester Research. Yet, only 35% of CIO’sexpect to lead their company’s digital transformation efforts. Your CIO needs to speak up and seize the position of digital transformation leader to evolve your customer-experience strategy.
Your business requires that you develop a customer-centric business model, this will allow you to develop design solutions and innovations that will optimise your interactions with your intended audience.
2. Make changes with the big picture in mind
A CIO needs a clear vision for the end goal, to ensure every department is moving in the same direction. Standardising a core set of pillars or basics that your business can build around, can help you accelerate change and keep your organisation connected.
Case Study: American Airlines moved to the cloud to provide new, customer-friendly mobile check-in at airports. The move to invest in the customer experience, allows the company to focus on the business end-goal and create tangible results, while providing inspiration for evolution.
3. Grow your goals quickly
By increasing the connectivity within your business you can increase the speed your departments meet customer demand. Better use of data, collaborative tools, automation, cloud assets and opensource will help every department perform efficiently, which will result in a greater overall performance and profitability.
“All this talk that ‘the CIO is dead’ is sort of silly, but the role is going to change – I can sit here and say ‘you have to ask me’ but if I say ‘no’ too often, I am not going to be asked. And vice versa, I have to provide solutions and act proactively,” says Philipp Erler, CIO, Zalando. 82% digital-ready CIOs focus on the need to design and execute business strategy, compared with only 64% of typical CIOs, according to an EY report.