Instrumented Interconnecteds Intelligent

Peter J. Korsten,  Global Leader, IBM Institute for Business Value

Peter J. Korsten, Global Leader, IBM Institute for Business Value

By Peter J. Korsten

From high profile security breaches to technology failing in major product launches, CIOs are being pulled into the world of customer experience and engagement. CIOs formerly were “masters of the back office” making sure computers that didn’t crash, networks were fast and supply chains that didn’t lose products. That’s all changed as much of that day-to-day IT functionality has been automated and mastered. In fact, 66 percent of CIOs think their IT departments have mastered the basics of tech according to a new IBM report.

With customers gaining a virtual seat at the board room table over 60 percent of CIOs intend to focus more heavily on improving the customer experience and getting closer to customers. The study reveals that there is no distinction between business strategy and the customer experience

More and more often, CIOs are feeling the heat for breaches in security that lead to customer data being compromised. They even are being held responsible for products not functioning properly since so many products rely on real-time information to perform.

Take a GPS, which these days is connected to the cloud to provide accurate and real-time traffic and road conditions. CIOs are responsible to make sure that cloud is up and running and the data it’s providing is accurate. Performance of products is directly tied to customer satisfaction thus CIOs are now part of the equation.

These insights emerged via 1,656 face-to-face interviews IBM conducted with CIOs as part of the company’s CIO study. It seems that most CIOs are seeing this new environment as an exposure for their business and an opportunity for innovation. IBM has been encouraging and advising the top technology officers within businesses and governments ever since the role emerged along with the rise of computing in the 1950s.

Where does opportunity exist for CIOs in this new model? CIOs have been the curators of companies’ most important asset – data. They understand it like no one else, know how it got there and how to best access it. With the shift to a more “Customer-Activated” model, their ability to act as a steward of and innovator with data will be essential. That is why our research found that more than 80 percent of CIOs report they are shifting their focus to the front office where marketing, sales and service managers work directly with customers.

CIOs can help their companies navigate this new era by making their organizations more responsive digitally and relevant, all while protecting the brand and customers data. Cloud, mobile and social are quickly emerging across the enterprise and each of these relies on data to be most effectively used. Also, data will be the basis of competitive advantage if CIOs can help their C-suite colleagues to launch new business models.

The study identified three critical drivers of success:

1) Engage digital savvy customers: CIOs need to be at the head of helping their companies know customers better. Many companies have plenty of data — carefully collected from social networks, apps, Web sites, supply chains — but what they lack is actionable insight. The key will be crunching all the relevant information to create an action plan.

2) Shine at the basics: CIOs have to get all the basics right before turning their focus to business strategy. More than 50 percent of the CIOs we spoke with say their big data platforms, which underpin their businesses, aren’t yet scalable or extensible. Meantime, when it comes to handling nuts and bolts, CIOs are learning to master the challenge of managing IT risk.

3) Build new systems of engagement inside and out: It’s not just what people know that makes them valuable, it’s what they share. When employees, suppliers, and partners cooperate, they’re more productive and innovative. Some 70 percent of CIOs expect to work with a broader group of partners in the future – not to boost efficiency or cut costs, but to bolster strategy. Mobile computing will play a big role in building these new systems of engagement.

To learn more about IBM’s c-suite studies visit:

Follow IBM Smarter Planet on Google+

Bookmark and Share

Previous post

Next post

December 3, 2014
1:52 am

sunny sunny sunny … ur my darling suunny download download download telugu songs download

Posted by:
October 24, 2014
3:27 am

Eսh êtes vous sûr de ϲe que vous nous éсrivez ?

Posted by: vieille blondasse
October 22, 2014
9:28 pm

Incrƴable post : ϲontinue dans cette voie

Posted by: rousse sexy
October 22, 2014
4:58 am

Јe vqiѕ finiг de voir tout ça Ԁemain

Posted by: xxx asiatique
October 22, 2014
1:42 am

Quel bonheuг de lire ce post

Posted by: sexe anal en streaming
October 21, 2014
5:10 pm

Je n’ai pas fini de lire maiѕ je passе Ԁemain

Posted by: vidéos X
October 20, 2014
6:19 pm

Јe remarque direct quе vous maîtriseƶ bien ce que vous dites

Posted by: grosse suceuse
October 19, 2014
12:04 pm

Huum êtes vous ѕûr de ce que voous écrivez ?

Posted by: Pouffiasse Cul
October 19, 2014
10:51 am

Un prοfond bravߋ à l’admin de ce blog

Posted by: partouzes hard
October 17, 2014
4:05 am

Je terminerai ԁe lire tout ça dans laa semaine

Posted by: jeune cochonne
October 12, 2014
9:37 pm

Je pense ԛue j’en parlerai ssur un site internet

Posted by:
September 30, 2014
11:16 pm

Јe vois directement que vous maîtrisez très
bien ce que vous avancez

Posted by:
September 24, 2014
4:40 pm

Je suis clɑirement en accordd avec vous

Posted by: blog coquin
September 24, 2014
10:33 am

Splendide pօst, comme d’habitude

Posted by: Alexis silver
September 13, 2014
7:45 pm

Je sսis tout à fait en éգuation avec vοus

Posted by:
September 9, 2014
9:38 am

You will be able to transform yourself into a Top 3% Earner with Scentsy.
Just for an illustration, right here is what you require to make a $1000 commission:A Sampler Multi Pack
charge $105, your commission will be 20% at $21.

After long discussions with a few representatives, customers
and after being sent a few samples I was satisfied and comfortable enough
to add this to my work from home list of keepers.

Posted by: Scentsy
August 29, 2014
5:58 pm

Studies performed wiith both kids and adults have indiicated that propolis cure can assist
get rid of parasites that complicate ulcerative colitis.
Whilst deep tissue massage is excellent for muscle leisure,
the fascia responds better to lighter pressuure and stretching.
Even so, for thee reason that it is a purely natural compound, propllis can be aspect
of a preventative health andd fitnesss treatment system and can be
taken each day.

Posted by:
August 22, 2014
2:39 am

Thanks for sharing your thoughts about big data.


Posted by: buying cars
August 22, 2014
1:30 am

Great blog here! Also your website loads up very fast!
What web host are you using? Can I get your affiliate
link to your host? I wish my site loaded up as fast as yours lol

Posted by:
August 22, 2014
12:46 am

I’m really loving the theme/design of your website.

Do you ever run into any internet browser compatibility issues?
A small number of my blog readers have complained about my blog not operating correctly in Explorer
but looks great in Firefox. Do you have any tips to help fix this problem?

Posted by: Lien
August 21, 2014
10:34 pm

Hi there, I desire to subscribe for this blog to obtain most up-to-date
updates, thus where can i do it please help.

Posted by:
July 16, 2014
6:37 pm

Hi, i feel that i noticed you visited my web site so i came to return the want?.I’m trying to to find things to enhance
my website!I guess its good enough to use some of your concepts!!

Posted by: john cena in t shirt
April 6, 2014
1:12 am

Server require

Posted by: rajesh patel
1 Trackback
March 22, 2014
1:42 am

[…] CIOs Look to Improve the Customer Experience A Smarter Planet Blog high profile security breaches to technology failing in major product launches, CIOs are being pulled into the world of customer experience and engagement. CIOs formerly were “masters of the back office” making sure … […]

Posted by: Customer Experience | TCELab Blog
Post a Comment