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Transforming the IT Mindset: From Technology-Driven to Customer-Focused Atticus Tysen, SVP & CIO, Intuit @atticustysen, @i...
We all expect good customer service
Who we serve Consumers Small Businesses Accounting Professionals
To improve our customers’ financial lives so profoundly … they can’t imagine going back to the old way Our mission
Proven track record
IT at Intuit
Changes that happened over 33 years Global expansion All products in the cloud Integrated IT IT IT
Intuit IT’s journey to become customer-driven Fighting fires Enabling Intuit strategy Being part of Intuit strategy
Transformation to a customer focus
Organize by customer segment CRM Network ERP Sales, Care, Marketing Finance, Legal HR, Global Workforce
Enable services Restricted Party Screening Billing Case Management Worker Information …
Use design thinking Empathize Define Ideate Prototype Test
Lessons learned
False starts
Change management is slow (and hard)
Final thoughts Take a leap of faith Don’t be afraid to fail Don’t be afraid to failMeasure customer outcomes
Q&A @atticustysen, @intuit
Transforming the IT Mindset - Interop 2016
Transforming the IT Mindset - Interop 2016
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Transforming the IT Mindset - Interop 2016

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Intuit SVP & CIO, Atticus Tysen talked about how to transform the IT mindset at Interop 2016. His presentation illustrates the key ways in which Intuit was able to shift mindsets not just in IT, but across the entire organization, in an effort to make IT more effective in delivering on Intuit's goals by staying laser focused on the customer.

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Transforming the IT Mindset - Interop 2016

  1. 1. Transforming the IT Mindset: From Technology-Driven to Customer-Focused Atticus Tysen, SVP & CIO, Intuit @atticustysen, @intuit
  2. 2. We all expect good customer service
  3. 3. Who we serve Consumers Small Businesses Accounting Professionals
  4. 4. To improve our customers’ financial lives so profoundly … they can’t imagine going back to the old way Our mission
  5. 5. Proven track record
  6. 6. IT at Intuit
  7. 7. Changes that happened over 33 years Global expansion All products in the cloud Integrated IT IT IT
  8. 8. Intuit IT’s journey to become customer-driven Fighting fires Enabling Intuit strategy Being part of Intuit strategy
  9. 9. Transformation to a customer focus
  10. 10. Organize by customer segment CRM Network ERP Sales, Care, Marketing Finance, Legal HR, Global Workforce
  11. 11. Enable services Restricted Party Screening Billing Case Management Worker Information …
  12. 12. Use design thinking Empathize Define Ideate Prototype Test
  13. 13. Lessons learned
  14. 14. False starts
  15. 15. Change management is slow (and hard)
  16. 16. Final thoughts Take a leap of faith Don’t be afraid to fail Don’t be afraid to failMeasure customer outcomes
  17. 17. Q&A @atticustysen, @intuit

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