Businesses are grappling with rapidly improving technology and trends in a market where consumer behavior and customer expectations have rapidly evolved.
Organizations need to reassess their customers’ experiences and enable customer intimacy.
With more focus on using digital channels to make the customer interaction more engaging, transparent and customer-centric, companies are embracing business of experience initiatives to create new and improved business processes and customer experiences.
Digital transformation requires leadership, strategy and knowledge of technology. It has increasingly become the CIO’s responsibility to direct the organization towards this transformation and technological change. These are the people who will implement, control and manage all future innovations and keep the business process agile.
They are the experts who will be responsible to transform all the processes and reinvent platforms.
It is now up to the CIO to take up the challenge and ease the company through a business experience process. Here are a few ways for a CIO to do so.
Commit to strong communication
The CIO needs to effectively communicate about proposed changes in the business of experience process and the reason that they need to happen, especially to those who are opposed to change. Open forums need to be created so that the CIO can address everyone’s concerns.
Initiate from the executive level.
The CIO has to look to make a cultural change within the organization. Business of Experience cannot be limited to a specific department or a specific group of employees. It should be encompassed in a strategy that targets everyone in the organization starting from the executive level.
Plan long-term through business experience
Digital transformation is not a one-time event but a process that needs to be planned over a period of time. CIOs should plan to first get everyone on board and then determine which tools and solutions need to be implemented. At the same time technologies need to be included that will enhance the skill set of the employees.
Inspire the change
CIO’s need to take a lead role in identifying technology trends and help c-suite leaders make strategic decisions with real-time insights. They should be inspiring other C-suite employees to motivate their teams to embrace and create a digital culture.
Take risks via business of experience
CIO’s need to take risks when it comes to digital transformation and implementing it within the company. The risks they need to manage are in terms of identifying, selecting and implementing new technology and ensuring that it is sustainable over the long haul.
Develop a pool of IT professionals
Cultivating future leaders is an important step to be taken by organizations CIO’s can ease the transition to digital by identifying and building a pool of talent within the company. This will also enable the CIO to identify the talent gap if any and make plans to fill them.
Drive the company Vision through business experience
It is the job of a CIO to interpret the needs and vision of the organization while implementing digital reforms. They need to accelerate business experience while keeping employees, partners and customers connected.
Infrastructural Investments
The rate of business of experience depends on the infrastructure capabilities of the organization. It is the role of the CIO to invest in and develop the IT infrastructure while keeping it agile, flexible and cost-friendly.
Collaborate
It is not always possible to train employees in-house, in some circumstances hiring external specialists is more cost-effective. CIOs should make the necessary partnerships and collaborations to include the necessary expertise and talent.
CIOs are responsible for creating the organization’s digital strategy and digital vision through innovation. With the company’s vision in mind, they can alter the fundamentals and value of their companies by strongly shaping and improving the digital process. They are required to do this while pushing the limits of their traditional responsibilities to become more than just technology experts.
Are you wondering how to get started on your customer experience journey? Get in touch with us by booking a call at Kilowott.
Also unearth valuable reading resources our unique business experience blog.
