CIO Straight Talk - Issue 3 - 66
Optimizing the Old to
Enable the New
Rather than immediately joining the rush to invest in
emerging technologies, smart companies will stop and
assess how their existing systems can help them ride
the new-technology wave.
BY SADAGOPAN SINGAM
CIO Straight Talk
here’s no question we’re entering a brave new corporate world, in which
customer experience will be the only differentiator between which enterprise succeeds and which fails — no matter the size of the company, the
industry it operates in, or the market it sells to. Customers will have
greater power than ever before, and they won’t hesitate to assert it.
That customer power will be the driving force behind a digital revolution,
one in which mobility, social media, big data, and cloud computing
converge to anticipate and meet customer needs in a hyperconnected and
personal way. The customer-driven digitization of the economy will generate
information at far greater levels of personalization, across a wider variety
of activities, and around more customer touch points than ever before.
Social networks, mobile check-ins, engagement apps, online and offline
sales transactions, customer support interactions — the entire customer
experience, from brand awareness to after-market upselling, will be digital,
creating an unprecedented volume of new data.
It’s no wonder that businesses will be inclined to jump headfirst into
emerging technology initiatives that promise to help them take advantage
of this new information and prepare for the customer-driven future. But
companies making such moves risk falling flat on their faces rather than
gaining a head start.