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Home Management Leadership

CIOs: Seize the opportunity to drive business growth using your tech agenda

Ted Schadler by Ted Schadler
June 28, 2023
Photo by Pixabay from Pexels: https://www.pexels.com/photo/battle-board-game-castle-challenge-277124/

Photo by Pixabay from Pexels: https://www.pexels.com/photo/battle-board-game-castle-challenge-277124/

Technology executives — CIOs, CTOs, chief digital officers, and chief data officers, among others — have a primary responsibility to put technology and data squarely into the growth conversation. No other executive has the full visibility and opportunity that you as a tech leader do.

But to be in the room where growth conversations happen, you must earn the right to be there. Mike Macrie, CIO of toy company Melissa & Doug, focuses on three things to earn the right to be in the growth conversation:

  1. Flawlessly operate the core systems while simultaneously reducing costs.
  2. Execute projects and transformation collaboratively and effectively.
  3. Lead growth with innovation and execution.

You can earn a seat at the growth table and empower your teams by establishing a future fit approach to technology-driven growth through which you and your IT team:

Enable growth by flawlessly scaling and securing customer solutions.

Marketing, sales, product, digital, and service platforms span the customer journey. These customer solutions are vital everyday tools that should work so well that they disappear into the background for customers and the employees who serve them. One CIO we spoke with told us, “It turns out that I actually own customer experience, because I’m responsible for the systems that serve them.”

Create growth by collaboratively building products that open new markets.

Creating growth is everybody’s responsibility. And because CIOs and the IT organization have the broadest span of control and visibility across business, processes, and data systems, they are in the best position to see the big picture and help.

Marcos Kurowski, CTO at Australian plumbing supply giant Reece Group says, “We have a unique vantage point looking across the whole enterprise. When three of our divisions started developing services for commercial customers, we could see the need for a single projects-led business stack that could support all three.”

Amplify growth by elevating insights, automation, and algorithms to optimize everything.

You can always improve outcomes and experiences. Artificial intelligence is just the newest tool in the improvement toolkit, joining analytics, automation, robotic process automation, and software itself. Personalization at scale is a good example of amplifying growth.

Collaborate with marketing and mine all the databases to find better purchase signals that improve offers and outreach; your CMO will love you. Automate processes to streamline onboarding and improve revenue recognition; your CFO and customer experience team will love you.

Put customer and product insights into employees’ hands and make them experts, and they’ll quickly make it part of their customer engagement success; sales leaders will also love you.

Technology has the ability to take us in new directions faster than ever before. Take three steps immediately to establish IT, and yourself, as a foundation of growth for your company: 1) Raise your teams’ awareness of their role in the growth agenda; 2) establish technology’s role in growth for the next 12 months; and 3) communicate your role in the growth agenda with your peers in the C-suite. Put the plan on a single page so that it’s easy to share.

Related:  Catching up with human intelligence
Tags: business growthForrester
Ted Schadler

Ted Schadler

At Forrester, Ted Schadler is Vice President and Principal Analyst serving digital business professionals. He has 33 years of experience in the technology industry, analysing the effects of disruptive technologies on experiences and on business strategy and architecture. His research agenda focuses on digital transformation, experience-led transformation, commerce and digital experience service providers, and the future of services. Schadler is the co-author of The Mobile Mind Shift: Engineer Your Business to Win in the Mobile Moment (Groundswell Press, June 2014). Companies have a choice: to be present in a customer's hand — or lose the mobile moment to a competitor or other distraction. This book gives companies the guidance and tools to serve customers in their immediate context and moments of need: Continuously identify mobile moments, design mobile engagement, engineer solutions, and analyse to optimize outcomes. Now that it’s clear that most customers won’t download your app, it’s just as true for the mobile web — even more so for most brands. Schadler is also the co-author of Empowered: Unleash Your Employees, Energize Your Customers, and Transform Your Business (Harvard Business Review Press, September 2010). In this ground-breaking and still-current work, he analyses how important it is in the age of the customer for companies to empower employees with the tools and confidence to directly engage customers. Previous Work Experience Schadler’s work at Forrester spans 20 years, starting with the early days of the internet, open source, and web services. In 1999, he launched Forrester’s TechRankings™ product, now the Forrester Wave™. In 2003, he became a Forrester Bill Bluestein award winner; the award is granted annually to one of Forrester’s most influential analysts. In 2005, Schadler analysed the impact of technology on customers’ online and mobile behaviour. He ran Forrester’s data business during this period. In 2009, he launched Forrester's Workforce Technology Assessment, the industry's first benchmark survey of workforce technology adoption. Since 2014, he has focused on digital business and digital experience delivery. Prior to joining Forrester in April 1997, Schadler was a cofounder of Phios, an MIT spinoff. Before that, he worked for eight years as CTO and director of engineering for a software company serving the healthcare industry. Early in his career, after dropping out of MIT’s PhD physics program, he was a singer and bass player for Crash Davenport, a Maryland-based rock-and-roll band. Education Schadler has a master's degree in management from the MIT Sloan School of Management. He also holds an MS in computer science from the University of Maryland and a BA with honours in physics from Swarthmore College.

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