It’s no great secret or revelation that all things digital such as e-commerce, mobile, cloud and social have revolutionised the way businesses operate and will continue to do so.
No business can – nor indeed should – avoid the implications, challenges and opportunities that come with embracing digital transformation.
Customers and employees alike have the web at their fingertips 24/7. Mobile technology means that people can make purchasing decisions anytime, anywhere.
In addition – using social media in particular – people are telling businesses what they want, like and don’t like, constantly.
This not only offers organisations the potential to enhance interactions with key stakeholders, and transform customer experience but it also gives them access to an enormous amount of data, which in turn holds vital business intelligence.
The CIO role
Against this backdrop, the CIO role has grown from the more traditional ‘IT Director’ that runs the legacy business systems such as HR, Finance, ERP, CRM etc. and company infrastructure including networks, data centres, desktops and support.
In mature organisations the above mentioned are commodities and utilities and ‘just work’ as the engineering and business processes that support them have evolved over considerable time.
The IT Director is probably someone that now reports into the CIO, who in turn has been become more strategic and knowledgeable about the company processes and how they can simplify and automate them to improve customer journey experiences and services.
The rate of change and adoption of consumer technology has meant that company end users have often had a better technology experience at home or even on their commute than they do in the work place and the evolution and disruption from the likes of Google, Apple and Amazon has meant that businesses, and business units have been able to adopt and use their own technology outside of the traditional restrictive infrastructure.