Firstly, Happy New Year to everyone! I hope you took the opportunity of the holiday break to recharge and spend time with people that are important to you. A New Year brings fresh energy and with that in mind, I would like to share my insights on productivity tools for 2016.
Having been in and out of IT for more than 30 years, there are so many obvious statements to be made that it becomes almost insulting. Today’s CIOs get it. They have to be business-focused while creating efficiencies and growth at the same time. No one else in the enterprise is asked to do that, today.
One angle that I would like to share, that might spark a different view, is to pay attention to the rise of the services economy, or what I like to call the “New Demand.” Contrary to 10 or 20 years ago, companies now sell more services than goods. Companies such as Netflix paved the way for Airbnb, Uber, Spotify and others, to where we now live in an on-demand, subscription-based world. This has changed the way companies do business, and people live their lives. As the guardians of corporate IT, CIOs should understand how the cloud, enhanced network connectivity, virtualization technologies, SaaS business models and other technologies are all affecting this shift, as well as how their organization can remain nimble amongst competitors.
As a result of the New Demand, customers not only want to be engaged across every phase of the buyer journey, but they want the engagement experience to be fluid, consistent, and comprehensive. The days of “dial 1 for sales, 2 for customer service” are gone. The engagement experience of today requires access to all information and knowledge across the relationship spectrum at every interaction. Simply put, customers expect companies to “get them” and to know what they need. This is incomprehensible in the traditional IT world, where each phase of the relationship or transaction is cleanly and clearly delineated. Those days are over. There is a competitive advantage to be had, but the CIO of today must be the leader of uncovering the opportunity, and then they must have the ability to communicate – in business terms – the business benefits of all of these technologies that are upon us.
Along with this, today’s CIO must not only partner with the CFO, CRO, and CEO, but in fact must be attached at the hip with the CHRO. Technology, employee satisfaction, and corporate success have rarely been successfully aligned. The CIO who can articulate how a solution not only improves processes and efficiency, but that it does it while enhancing employee satisfaction, will ultimately drive growth.
What advice do you have for CIOs? Comment below – I’d love to read it!
Follow me on LinkedIn to learn more about the New Demand economy.