How to Extract Meaning for Business - Key takeaways from a panel presented by CIO and Computerworld:
In the panel:
- Carmen Casagranda, CIO, Cigna
- David Bowie, Managing Director, SAS
- Claire Govier, Head of Transformation, Strategy and Architecture, Kiwibank
- David Habershon, CIO, Ministry of Social Development
What does it mean to be an insight driven organisation?
David Habershon, Ministry of Social Development:
It means decisions are based on evidence, and in the past that has not been entirely possible. Ministers and decision makers across government in New Zealand are looking for evidence that drives better outcomes.
We have plans in place to invest in analytics focused initiatives, which will turn our data into valuable information for frontline staff to use when they are working with clients. These initiatives will also look at how we can better use cross-agency data to form an integrated person or family view and provide wrap-around services.
Carmen Casagranda, Cigna:
Cigna sees itself as a technology company selling insurance and recognises the importance of IT to enable this. Cigna chose to take IT out of the operations department and put it on the executive table. IT is not a back-office function anymore, it is an enabler. There isn’t anything an organisation can do without technology or data. That has given analytics the priority it needs from Cigna.
It is through a combination of stakeholder management and constant showing and telling that enables people to move beyond what you’re discussing and tangibly visualise it.
We run a contact centre and a lot of reporting within the contact centre is driven out of the data warehouse, which in many cases provides data that is a day old. Demand for insight is driven by working with the people that are actually making the sales, showing them how important it is to have the information at the right time. This translates into better sales and makes for an easier conversation around analytics at the executive table.
We are constantly talking about what we are doing across all levels of the organisation, right through to board level. Being insight driven means we are aiming to have real time sales management, for example in managing our campaigns. If you have the right information at the right time, you will immediately be able to see how these are performing. Sharing information with other teams can influence the bottom line.
Claire Govier, Kiwibank:
Part of our journey at Kiwibank around becoming an insight driven organisation is examining the data, and asking which data matters, and what the facts are actually telling us.
Organisations are now moving from reporting to real facts and data in a much shorter timeframe. So what it means for us – across different levels – is to really drive the quality of the decision-making but also as a community, keeping up with that demand from the various decision makers.
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