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.

1. THE CIO AND THE AGE OF THE
CUSTOMER
HACKING VALUE DELIVERY
Presented By

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. “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. “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. 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. 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. (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. 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. 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. 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. 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. 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. 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. 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"