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Customer focus in IT critical to business success: CommBank's Harte

Adam Bender | May 6, 2013
Businesses must use technology to increase focus on the customer or risk failure, according to Commonwealth Bank CIO Michael Harte.

The financial and insurance industries led on mobile engagement, with 62 per cent currently using it to connect with customers. On social media engagement, the leaders were hospitality (89 per cent), retail (69 per cent) and the media/telco industries (67 per cent).

Woolworths, a supermarket that has invested heavily in mobile to ease customers' shopping experiences, had no concerns that an app designed to speed up customers' shopping trips would reduce revenue from impulse purchases, said Has Fakira, head of multi option retail and IT at Woolworths.

"Making the shopping journey easier and quicker will clearly help people make the choice to shop somewhere where it's a more productive journey," said Fakira.

"If it's easier, you'll keep coming."


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