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Boards and CEOs face increasing pressure to provide seamless customer experience, which requires digital transformation using social, big data, mobile and omni-channel competencies, so they are hiring Chief Digital Officers. Where does this leave the CIO? This executive presentation reveals rare career opportunities for CIOs that seize the day
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Social
Ecommerce
Mobile
Big Data
Analytics Tran
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ChiefDigitalOffice
Social Business and Digital
Transformation
A new breakthrough career opportunity for CIOs
© 2013 by Christopher S. Rollyson | All rights reserved
Tran
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CIO careers
2014
ChiefDigitalOffice
©2013 Christopher S.
RollysonAll rights reserved
Digital Transformation's New Iteration
• Pervasive mobile and social network adoption by individuals (B2C)
• B2B customers starting to apply new consumer habits at work
• Cloud resources make big data & analytics more feasible
• Firms are siloed and provide disjointed, frustrating experience
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"Customers give loyalty (business) only to a few select retailers."–IBM study, 2011
CDO Market Drivers
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CIO careers
2014
ChiefDigitalOffice
©2013 Christopher S.
RollysonAll rights reserved
Chief Digital Officer: The New C-Suite Role
• CDOs hired by boards and CEOs to rejuvenate profit
• Huge—and growing—gap between stakeholder* expectations and enterprise delivery
• This vision isn't new, but most businesses and firms remain siloed in the 20th century
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* Stakeholders can refer to customers, clients, employees, partners, investors, regulators, politicians, communities...
CRISIS: profits not recovering; sales & channels disrupted
CDO Market Drivers
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2014
ChiefDigitalOffice
©2013 Christopher S.
RollysonAll rights reserved
Chief Digital Officer: What About CIOs, CMOs?
• Sitting CIOs and CMOs operate certain digital processes
• Transformation requires intense focus and first class digital experience
• New sense of urgency to "digitize" fast while legacy operations continue
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CDO Market Drivers
Opportunity: To transform with digital can elevate importance of I.T.
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CIO careers
2014
ChiefDigitalOffice
©2013 Christopher S.
RollysonAll rights reserved
Omni-Channel as Metaphor
• Omni-channel refers to retail, but all companies must digitize
• Stakeholders use interfaces that fit their workstreams (buying journeys)
• A key transformation challenge is optimizing large investments
• Social business can identify and validate investment use cases
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IT Drivers
Customers reject firms that don't empower their (digital) workstreams
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CIO careers
2014
ChiefDigitalOffice
©2013 Christopher S.
RollysonAll rights reserved
The Four Digital Competencies
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Social Business changes the cost of relationship• Sociality is core to business,
now it's digital: build business 10x faster & cheaper
• Develop trust online: profit
Mobile fuses digital and physical "worlds"• Gives geo- & time-data on
individuals and behaviors• Customers have cloud-based
data, processing & buying tools
Big Data makes unlimited digital data actionable• Produce & deliver granular
insight that enables more relevant interactions
• Act on massive, diverse data
Ecommerce* evolves commerce into experience• Often primary digital interface
with highest customer adoption• Contains most digital customer
purchase & service data* Also applies to websites that don't sell products/services
IT Drivers
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CIO careers
2014
ChiefDigitalOffice
©2013 Christopher S.
RollysonAll rights reserved
The Digital Competencies and I.T.
• Social business platforms, monitoring tools & data
• Mobile Device Management & app development
• Ecommerce is legacy, usually largest operating budget, headed for disruption
• Big Data is special because it's new and costly- New competency needed with unstructured external data
- Legacy analytics teams often struggle
- Long investment cycle to mash up internal & external data
- Significant privacy land mines
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Social & mobile often incremental, big data & ecommerce require big investment
IT Drivers
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CIO careers
2014
ChiefDigitalOffice
©2013 Christopher S.
RollysonAll rights reserved
#1 Evolving CIO
• You want to remain relevant rather than becoming a change agent yourself
• Learn: Use the Chief Digital Office thought leadership to understand all competencies
• Assess: Socialize ideas with executive peers, staff
• Act: Pick a major and a minor (not ecommerce)- Actively look to develop competency in-house
- Big data/analytics involves collaboration with the CMO
- Aggressively use social business within I.T.
- Build mobile competency in your teams proactively
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CIO wants to work with the CMO proactively, without leading
CIO Approaches
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CIO careers
2014
ChiefDigitalOffice
©2013 Christopher S.
RollysonAll rights reserved
#2 Transforming CIO
• You get the need to transform and want to be a change agent yourself
• Learn: Use the Chief Digital Office thought leadership to understand all competencies
• Assess: Socialize ideas with executive peers, staff
• Act: Pick a major and 2 minors (not ecommerce)- Develop and iterate a transformation point of view
- Aggressively use social business within I.T.
- Create changes to build mobile competency in your teams
- Big data/analytics involves collaboration with the CMO
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Seasoned CIO likes leading complex, high-stakes transform initiatives
CIO Approaches
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CIO careers
2014
ChiefDigitalOffice
©2013 Christopher S.
RollysonAll rights reserved
#3 Becoming a CDO
• You get the need to transform, want to be the change agent, and move to a new career
• Learn: Use the Chief Digital Office thought leadership to understand all competencies
• Assess: Socialize ideas with peers, build or bolt
• Act: Pick 2 majors and 2 minors- Develop a transformation point of view and socialize widely
- Aggressively use social business within I.T.
- Seek to collaborate with CMO on big data/analytics
- Build mobile competency in your teams proactively
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Experienced CIO wants to transform enterprise, move out of I.T. operation
CIO Approaches
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CIO careers
2014
ChiefDigitalOffice
©2013 Christopher S.
RollysonAll rights reserved
Conclusions
• Digital transformation will boost demand for I.T., but CIOs will be left behind unless they're relevant
• Chief executives have little vision and less experience with digital, which is customer-centric, interactive
• CIOs can step into the vacuum in several ways, but to benefit most, they need to diligence and plan
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The digital enterprise uses I.T. pervasively, so CIOs can benefit immensely
CIO Opportunity
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2014
ChiefDigitalOffice
©2013 Christopher S.
RollysonAll rights reserved
Recommendations
• De-siloize your thinking about "channels" and plan on increasing interoperability (i.e. omni-channel)
• Big data is very I.T.-intensive, so it's an unusual opportunity for CIOs to add value: seize it
• Use social and mobile pervasively yourself to learn and set an example for your staff and peers
• Develop a specific point of view on digital transformation, and what role you and I.T. should play
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In periods of disruption, boost your impact by being proactive
CIO Opportunity
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CIO careers
2014
ChiefDigitalOffice
©2013 Christopher S.
RollysonAll rights reserved
Resources
• The Chief Digital Office: http://chiefdigitaloffice.com- Social, Mobile, Big Data & Ecommerce competency centers
- Thought leadership on strategy & execution of digital transformation
• Chief Digital Office reference links- https://pinboard.in/u:csrollyson/t:cdo
• Chief Digital Office real-time- http://chiefdigitaloffice/com/twitter
• Chief Digital Office interactive discussions- http://chiefdigitaloffice/com/googleplus
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Contacthttp://chiefdigitaloffice.comhttp://about.me/csrollysoniphone - [email protected] +1.312.925.1549
CIO Opportunity