Differentiate through business technology

Technology is not just about technology anymore. Technology is now about driving growth — it is about harnessing data and digital to anticipate and delight your customers. It is about staying ahead of rapidly evolving customer expectations and digital disruptors bent on destroying your hard-won customer relationships. It is about using technology to win your customers’ hearts and minds as you win their trust, loyalty, and spend.

This is the agenda for business technology (BT) — and this is the agenda for the CIO.

Breaking free of IT gravity

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Customer-led: BT strategy demands a total shift in strategy and operations to deliver superior digital experiences to fast-moving mobile customers.

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Fast: The legacy IT operating model, with its focus on optimization and resiliency, is slow and risky. Customers and the business demand one speed today: fast.

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Connected: A customer-obsessed operating model — focused on business outcomes and fueled by customer data and analytics — demands new skills, culture, processes, and systems.


Forrester Principal Analyst Alyson Clarke discusses how Westpac engages customers during their first meeting with a financial planner. (1:20)

BT agenda defined

In the age of the customer, tech professionals must work with business executives to champion a business technology agenda: the technology, systems, and processes to win, serve, and retain customers.

Shifting resources to the BT agenda requires CIOs to move beyond IT’s traditional focus on technology assets and to expand their role as leaders of a customer-facing function, responsible for creating superior customer experiences across channels and delivering digital business innovation.

CIOs: Go fast or go home

Download our complimentary report on the new breed of CIO, who’s fast and connected, and the risk to those who choose a two-speed approach to technology strategy.

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