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On CRM initiatives, the CIO in 2017 is the Supportive Gatekeeper.

by Michael Maoz  |  June 22, 2017  |  Comments Off on On CRM initiatives, the CIO in 2017 is the Supportive Gatekeeper.

On a call the other day with a very innovative financial services company somewhere across a sea, the wonderful Global Head of Digital Channels described their CIO as a supportive gatekeeper. What better way to capture the state of the art in 2017. This was couched in the most positive of ways. What this business operations visionary was saying is that any program will encounter myriad technical issues: security and integration and scale and latency and cost, for example. In their organization, the business is leading a tech-driven community. For them, IT is the only one who understood the issues and have a flair for innovation. Flair and know-how.

We are all witnessing a ‘business outcome’ focus for all successful companies. It is all about technology-enabled business transformation, and both ‘Mode One’ (right infrastructure, right scale, stable core) and “Mode Two” (Sustained agility, incremental and consistent digitization, business-process focus) are coming together for business success.

Over the past two years we have seen ‘edge’ initiatives like chatbots and AI and messaging capture the imagination of IT leaders. Yet on the ground, where customer service agents need to interact and engage with customers, profound improvements are possible just by re-inventing the interface support agents face each day. Arm them with decision support, workflow, consistent and relevant data about the customer intent, and good things happen. We have published new research that explores this: G00332349, Place Case Management at the Core of the CRM Customer Engagement Center . It is this convergence of the old and the new – managing problems becomes engaging the customer intelligently – that typifies the best companies today.

What are YOU seeing?


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Category: ai  applications  business-intelligence  cio  cloud  crm  customer-engagement  customer-service  digital-experience  digital-humanism  empathy  innovation-and-customer-experience  intent-driven-enterprise  leadership  strategic-planning  

Michael Maoz
VP Distinguished Analyst
13 years at Gartner
26 years IT industry

Michael Maoz is a research vice president and distinguished analyst in Gartner Research. His research focuses on CRM and customer-centric Web strategies. Mr. Maoz is the research leader for both the customer service and support strategies area and customer-centric Web… Read Full Bio

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