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How CIOs are creating a better engagement with their customers

Chloe Dobinson | Oct. 11, 2016
How nine CIOs and business technology executives are using their digital expertise to improve customer engagement within their organisations

"Having a regular (weekly) team meeting that brings together all senior IT leaders - which includes designated business partners - enables us to discuss the trends affecting our customers so we can work out together an IT approach that aligns to the business strategy and operations, based on our joint understanding of our customers and on individual discussions the business partners have had with their customers. This approach is imitated in microcosm by the project managers delivering a portfolio of work for individual business areas - such as estates and facilities."      
Carolyn Brown, University of Westminster CIO

"In terms of improving flexibility, customer service performance, efficiency and financial savings, a new cloud telephony service has been implemented. This has enabled Symphony with savings on hardware, calls and lines alone while delivering some £200k annually, with efficiencies yet to be realised expected to deliver a further £700k, thus 0.5% of revenue." 
Neil Beckingham, Symphony Housing Group CIO

"Ovo Energy has grown from 400k customers to 650k, with the team having completely rebuilt all of our customer facing interfaces which has increased conversion and customer engagement more than 50% in some cases. We have built a 5 star mobile app, which has been best rated in the industry while having continued to increase our NPS thanks to digital technology."  
Mariano Albera, Ovo Energy CTO

"The IT at Axa is regularly included in face-to-face meetings with customers. I, too, meet personally with customers as I find there is no better way to understand how our products and services can impact them in both a positive and sometimes less positive ways. The insight from our customers can provide is more powerful in helping us to understand how emerging technology could benefit them as well as their friends and families, which is useful in helping to bring back to the development table."
Kevin Murray, Axa Group COO & CIO

"In being asked to apply for the director of business transformation role for NMC, I guess the turnaround from a cultural piece has been recognised. We now have a team who want to deliver, who know how to engage with our customers and actively want to.

"From a customer segmentation perspective we have started to look at our existing registrant data to assess which sorts of customers would respond better to digital services - eg our 200,000 millennials. Other basic information we have reviewed relates to the devices our customers use to engage with our digital services - browsers, operating systems, etc. The bulk of our users are now coming in via mobile devices and tablets, which is a huge shift from last year and is starting to have us think about developing mobile applications.


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