The
report, entitled “Moving from the Back Office to the Front Lines - CIO Insights from theGlobal C-suite Study” is based on face-to-face conversations with more than 1,600
CIOs from 70 countries and 20 industries worldwide. The research,
conducted by IBM’s Institute for Business
Value,
reveals that customers drive CIOs to turn their focus to the front lines.
More
than 80 percent of CIOs report they are shifting their focus to the front
office where marketing, sales and service managers work directly with
customers. To do so, they are investing in new technologies to gain deeper
insights into customer data. Examples of these items include sentiment mining
and social network analysis to identify unique behavioral patterns and reliably
predict critical trends.
New Technologies for Engagement
CIOs
at outperforming enterprises recognize that technology factors will have a
significant impact on their organizations, according to IBM’s study. This focus
on technology represents a notable shift over the past five years -- in 2009,
CIOs ranked technology factors as their sixth biggest pressure point behind
categories like market factors and macro-economic changes.
Getting
the basics right has become table stakes for CIOs looking to push their
enterprise forward with new engagement and technology delivery platforms.
In fact, 66 percent of CIOs believe their IT departments have mastered the
basics of technology within their firms. This investment in knowledge and
skills is freeing up CIOs to look at new platforms that enable them to build a
“Customer-Activated” enterprise.
As
customer engagement becomes a critical driver for CIOs, cloud computing has
soared in importance with 64 percent of CIOs naming it as part of their
visionary plans compared to 30 percent in 2009. Likewise, mobility solutions
have also experienced a similar jump in importance with 84 percent saying it’s
their top focus compared to 68 percent in 2009. With these as a main
driver, two-thirds of CIOs are now exploring how to better serve and
collaborate with customers using cloud computing and social networking
tools.