CIOs Shift Focus to the Front Office

 
 
By Michael Vizard  |  Posted 04-23-2014 Email Print this article Print
 
 
 
 
 
 
 
 

CIOs are increasingly shifting their focus from the back office to the front office, where marketing, sales and service managers work directly with customers, as part of a concerted effort to make IT more relevant than ever to the overall business, according to a new study from IBM. After conducting a worldwide study of 1,656 face-to-face interviews with CIOs in 20 different industries, the IBM Institute for Business Value has released a report finding that 60 percent of the CIOs are focusing on projects that ultimately serve to improve the overall customer experience. At the crux of those efforts are projects that, to varying degrees, make data more accessible to the business. The study suggests that while CIOs spend most of their time today on tactical issues, the vast majority of CIOs want to be spending most of their time on strategic initiatives within the next three to five years. To get closer to their customers, CIOs are largely focusing on mobile computing and analytics. Perhaps most interesting, the IBM study makes it clear that CIOs keenly desire to extend the reach of their partner network to gain access to latest innovative technologies in each of these areas.

 
 
 
  • Top CIO Goals Today

    Right now most CIOs are focused on tactical IT issues: Facilitate efficiency of organizational processes, Support for basic IT services, Provide of industry specific solutions, Enable business and enterprise vision
    Top CIO Goals Today
  • Top CIO Goals for 2017 to 2020

    During the next three to five years CIOs want to be helping to shape business strategy: Enable of business and enterprise vision, Facilitate organization process efficiency, Provide organization's process efficiency, Support basic IT services
    Top CIO Goals for 2017 to 2020
  • Where CIOs Will Devote Their Time

    Over the next three to five years CIOs plan to increase their time with these three areas. Customer experience management: 15%, Sales and new business development: 6%, Marketing and communications: 2%
    Where CIOs Will Devote Their Time
  • Technologies That CIOs Need to Connect Better With Customers

    There's almost a singular focus on technologies that serve to improve customer touch. Insight and intelligence: 84%, Front office digitization: 82%, People skills improvement: 76%, Internal communication and collaboration: 72%
    Technologies That CIOs Need to Connect Better With Customers
  • Technologies That CIOs Plan to Use to Get Closer to Customers

    Mobile computing and analytics top of the list of planned investments in existing technologies. Mobility solutions: 84%, Business analytics and optimization: 83%, Cloud computing: 64%, Internal collaboration and social networking: 63%, Business process management: 62%
    Technologies That CIOs Plan to Use to Get Closer to Customers
  • Areas That CIOs Want to Spend Less Time On

    CIOs want to reduce their time spent on issues that don't add business value. IT systems and operations: -13%, Risk and security: -9%, Supplier, vendor and partner management: -5%
    Areas That CIOs Want to Spend Less Time On
  • CIOs Want Bigger Partner Networks

    Most CIOs now realize that innovation requires staying close to more suppliers. CIOs looking to increase partner base: 70%, CIOs looking to decrease partner base: 11%
    CIOs Want Bigger Partner Networks
  • Primary Reasons That CIOs Partner With Suppliers

    Value and efficiency continue to rule the day. CIOs looking to increase value: 59%, CIOs looking to increase efficiency: 25%
    Primary Reasons That CIOs Partner With Suppliers
 
 
 
 
 
Mike Vizard has been covering IT issues in the enterprise for 25 years as an editor and columnist for publications such as InfoWorld, eWeek, Baseline, CRN, ComputerWorld and Digital Review.

 
 
 
 
 
 

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