Digital Transformation
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Customer experience: The new IT imperative
CX has become a key factor for company success, and CIOs are rethinking operations and organizational culture to ensure customers remain squarely in focus with everything IT does.
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Brown-Forman ‘digital shelf’ provides top-flight e-commerce
Amid pandemic shutdowns, the Jack Daniels purveyor doubled down on digital asset management to sell its spirits online, earning CIO Tim Nall a seat at the executive table.
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Pfizer drives digital operations overhaul
With the COVID-19 pandemic as a catalyst, the pharmaceutical company has accelerated its digital transformation to manage its operations and supply chain more effectively.
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7 skills of successful digital leaders
Effective digital transformation requires strong leadership. Here’s how to helm your company’s digital journey through considerable organizational change.
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4 digital customer experience success stories
Walmart, Ally Financial, and Raytheon are among the wide range of companies that have moved rapidly to build out new digital services to accommodate customer preferences.
Movers and Shakers
CVS Health puts customers at the center in product management shift
CIO Roshan Navagamuwa explains how a software engineering culture and four-layer architecture are helping $268B CVS Health become the world’s leading health solutions company.
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Papa John's serves up AI for more efficient ordering
The quick-service chain rolls out AI-assisted call center software to help humans focus more on making and delivering its pizzas.
IDG TECHtalk Voices
The new age of business ‘creators’
How citizen developers will help IT leaders usher in a new era of innovation, speed, and collaboration in application development
IDG TECHtalk Voices
3 common reasons for migrating to SAP S/4HANA – and why only one of them is right
S/4HANA is not just a technical upgrade; it’s a business transformation. Let that guide your approach.
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TTX tackles turnover in moving ERP to the cloud
The railcar pooling company learned the importance of knowledge management when it replaced an on-premises SAP system with Oracle in the cloud.
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Honeywell tech chief drives the digital agenda
Honeywell CDTO Sheila Jordan is taking a ‘holistic and horizontal’ approach to digital transformation, eschewing business-led IT in favor of guardrails and governance as she shifts to an insourcing model.
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PVH finds perfect fit in hybrid IT operating model amid pandemic
The operator of Calvin Klein and Tommy Hilfiger brands jumpstarted ecommerce sales by prioritizing ship-from-store capabilities and mobile website conversion.
IDG TECHtalk Voices
Are SMBs invited to the digital transformation party?
There’s value for smaller businesses in stepping up digital transformation investments. Doing so is critical to survival.
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6 digital transformation tips from AT&T’s tech chief
The telecom’s CTO, Jeremy Legg, lends advice to IT leaders executing digital transformation at scale. The skinny? Business and IT alignment are critical.
Movers and Shakers
Unilever CIO: Digital literacy is the most important new capability to develop
Unilever North America CIO Alessandro Ventura has created a digital literacy curriculum to drive tech innovation.
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Rethinking IT governance for agility and innovation
To meet today’s need for constant innovation, IT leaders must take a different approach to IT governance centered around flexibility and agility — without sacrificing stability and security.
IDG TECHtalk Voices
Change by design: The new role of digital and software in organizational transformation
It’s time to reimagine the role of digital transformation in the future of work, create new value for digital-first customers, reskill employees for the new world, and explore innovative technologies to build tomorrow’s business, today.
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Discount Tire transforms CX on road to expansion
Letting customers choose whether to buy their tires on site, online, or on the phone means consolidating multiple databases.
Building IT Relationships
4 tactics for getting SIs to bid on your project
Systems integrators will be in high demand this year as digital transformation projects heat up. Here's how to make your project stand out in a seller's market.
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L’Oréal supercharges ecommerce with digital tech
L’Oréal’s online sales soared during the pandemic, thanks to the promotional power of augmented reality technology, live-streaming services, and cloud software.
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What is digital transformation? A necessary disruption
Digital transformation is a foundational change in how an organization delivers value to its customers. Here is what transformation entails, along with tips to ensure your company is on the correct course.Feature
4 digital transformation success stories
Walmart, Bed Bath & Beyond, and others are steering digital initiatives to drive growth and efficiency. These real-world transformation examples detail IT leaders’ strategies and implementations.
Movers and Shakers
Digital acceleration at Stanley Black & Decker places data at the center
CIO Rhonda Gass explains how a cloud data platform, technology business management framework, and agile architecture are keys to the $14B global company’s digital transformation.
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Estée Lauder proves the business value of augmented reality
The beauty company is well positioned for retail post-COVID thanks to an AR platform that lets consumers virtually ‘try on’ makeup and other products.
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Mars sweetens supply chain with digital twin
The confectionery, pet care, and food company is partnering with Microsoft to replicate its manufacturing operations digitally, a twinning task designed to optimize its supply chain.
IDG TECHtalk Voices
What the traditional financial services industry can learn from neobanks and fintechs
Slower-moving incumbents need to rethink the way they do business in a digitally driven world that puts customer experience first.
Opinion
The hard truth about business-IT alignment
Building effective IT 101: Forget what you’ve heard about aligning IT to the business. In the digital era, IT-business integration is the true key to organizational success.
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AAA automates road service scheduling
AAA has deployed digital appointment scheduling for members of its roadside assistance service. Increased adoption of digital channels says it might be AAA’s best fix yet.
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Baylor goes back to basics to build ERP for the future
To support its ambition to become a top-tier research institution, Baylor University overhauled its ERP systems, a process that required getting back to the fundamentals of business-IT collaboration.
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Zions’ digital PPP loan app pays off for pandemic-racked small businesses
Zions Bancorporation built new software and bots to automate the release of federal funds under the CARES Act amid the COVID-19 pandemic.
IDG TECHtalk Voices
AI in healthcare: The tech is here, the users are not
The biggest challenges for AI-enabled care are delivering real-time insights into the clinical workflow and gaining acceptance from caregivers as well as patients. Innovative solutions continue to emerge.Feature
5 lessons BofA’s tech chief learned from the pandemic
Bank of America weathered the pandemic well on the strength of its digital channels, senior execs say. Here BofA’s tech and ops chief reflects on lessons learned over the past 15 months.
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Innovation vs. operations: A critical balancing act IT must master
The sweet spot between business innovation and operational excellence is elusive, but IT’s pandemic response has provided new skills and strategies for solving an age-old IT conundrum.
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The new IT skills mandate for digital success
New emphasis on business value, agility, and customer experience has IT leaders remaking the IT skills mix, with upskilling strategies aimed at unearthing hidden talent within.
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Signet adds virtual facet to jewelry sales in pandemic play
Squeezed by the COVID-19 crisis, Signet Jewelers responded by virtualizing its jewelry sales service, positioning the company well for the future, says CIO Howard Melnick.
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Synchrony banks on pandemic shift to boost business agility
CIO Carol Juel sees Synchrony Works, a project that the payment processor implemented to shift more than 16,000 employees to WFH during the pandemic, as a blueprint for fueling agility.
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Domino’s orders up MLOps to speed up data science delivery
The popular pizza maker is tapping into the emerging MLOps field, which helps the company’s data science team refresh data models and push them into production without IT’s help.
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Slack on Slack: A product-based approach to automating operations
Slack’s business technology team is automating tasks for sales, marketing, and other teams as part of a cultural shift to product operations.
IDG TECHtalk Voices
Customer loyalty is up for grabs; retention is now mission-critical
By focusing on the customer POV, CIOs can make digital transformation more visible and measurable within a business context.
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CIO change agents: The art of the IT turnaround
CIOs from ecommerce, insurance, and automotive sectors discuss how they changed their IT cultures to pave the way for digital transformations.
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DC Water hunts lost water with analytics
Predictive analytics and AI are helping the District of Columbia’s water authority discover water main and sewer pipe breaks proactively.
Building IT Relationships
Why steering committees fail to engage (and 5 ways to hold them accountable)
There are some common reasons why a transformation steering committee may fail to engage—from a lack of motivation to a bias toward inaction, Here's how transformation leaders can overcome those blockers.
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Spring 2021: State of the CIO
The 2021 State of the CIO research confirmed CIOs’ pivotal role this past year, but can they live up to the high bar they’ve established for themselves?
IDG TECHtalk Voices
How Nextdoor’s engineering team jumped into action to help small businesses during COVID-19
How Nextdoor and engineering head Mai Ling developed new services in record time by shifting project roadmaps, brainstorming new ideas, and making tough decisions about what to stop doing.
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Johnson Controls and Microsoft birth ‘digital twin’ for building management
Johnson Controls built its digital twin platform in Microsoft Azure to simulate building management operations.
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NJ Transit leverages data for bus and rail transformation
NJ Transit CTO Faisal Jameel has launched a data-driven overhaul to transform how the third-largest public transit agency in the US serves its passengers.
Movers and Shakers
How Brunswick IT enables digital business
CIO Mike Adams shares how the company has designed its digital and data platforms to put the customer at the center of its products, services, and digital ecosystem, underpinned by enterprise architecture.
IDG TECHtalk Voices
The ‘why’ of digital transformation is the key to unlocking value
Too many leadership teams focus on the ‘how’ or ‘what’ of their digitalization projects – which makes the destination less clear and can lead to negative ROI.
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M&T Bank branches out to bridge skills gap
With apprenticeships, boot camps, college courses, and internships, CIO Mike Wisler is ramping up in-house developer staffing as part of a strategy for which diversity is key.
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CBRE’s digital strategy aims to ease return-to-office challenges
The commercial real estate firm sits at the nexus of the global return-to-the-office movement. Here’s how CBRE’s tech chief is leveraging tech to ease the transition for clients and employees.Opinion
4 ways to turn COVID quick fixes into permanent business value
Organizational changes undertaken to survive the pandemic hold promise for ensuring businesses thrive in the years to come — if those shifts are made permanent fixtures of CIO strategies.
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How Intel IT helped create $1.6B in business value during the pandemic
Intel boosted business value while preserving chip foundry operations during the COVID-19 pandemic. Here’s how CIO Archie Deskus executed her transformation.
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10 technologies that will disrupt business in 2021
From AI to serverless computing, these 10 disruptive technologies and trends are transforming the business landscape in the wake of the pandemic and beyond.
Building IT Relationships
10 steps to avoid digital transformation failure
Executive sponsors play a key role in the success (or failure) of digital transformations. Taking these essential actions will tip the scales in your favor.
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Mitigating the hidden risks of digital transformation
New, cross-discipline risk management techniques are necessary to securely reap the benefits of transformative technologies.
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7 ways COVID-19 has changed IT forever
Things will never be the same. Here’s a look at what IT will look like as the COVID-19 threat recedes.
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Convergint builds data science team from the ground up
The installer of integrated building systems’ first-ever CIO, Bhuvana Badrinathan, launched data capabilities to predict sales revenue using automated data ingestion and feature engineering.
Movers and Shakers
Inside Blue Shield of California's IT operating model overhaul
For CIO Lisa Davis, the transformation to a product-focused operating model is key to realizing the health plan provider's digital health vision.
IDG TECHtalk Voices
4 tips for selling a transformation project to your CEO
A successful transformation initiative can establish your position as a business leader, not just a technology guru – but first you have to sell it to your boss.
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Northwell Health’s new HR cloud faced early COVID test
When the pandemic hit New York, the local healthcare provider was able to turn a test analytics environment into a live dashboard for managing staffing needs.
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User acceptance: 5 tips for ensuring digital success
Those most impacted by digital transformations can make or break your success. Here’s how to leverage their insights, address their pain points, and exceed their expectations.
IDG TECHtalk Voices
What will ensure the continued ascent of telehealth technology?
Telehealth is at a crossroads. Here are three things health systems must consider before investing further in telehealth technology.
Accent Notes
5 starting points for agile transformation
Legacy systems and complexity can make agility difficult, but not impossible. Here are five steps any company can take to achieve agility.
IDG TECHtalk Voices
Why the ‘experience of things’ lies at the heart of digital transformation
Employee, customer, and ecosystem form the core experience pillars required for transforming your business.
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7 key questions facing the future of work
A global pandemic raised the bar for IT’s capabilities. IT leaders say 2021 will be even more challenging.
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Digital CX: The key to thriving through the pandemic
IT leaders have undertaken a variety of digital initiatives to improve customer experience (CX) throughout the pandemic. Here CIOs discuss their efforts to bolster their corporate brands.
News
‘Rise with SAP’: SAP bets on migrating your ERP to its cloud
Christian Klein says SAP’s new business transformation as a service offering will reduce TCO. Users groups are skeptical given sketchy details.
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CarMax’s product-based approach to IT pays off
CIO Shamim Mohammad years ago laid the groundwork for fast-tracking an omnichannel sales platform despite the pandemic, by embracing cross-functional product teams.
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10 dark secrets of robotic process automation
RPA promises to streamline workflows, glue together legacy systems, and empower business users to solve their own problems. But beneath the big wins lurk hidden issues worth addressing.
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At FedEx, sensors and analytics fuel COVID-19 vaccine distribution
FedEx is relying on insights from its SenseAware ID IoT system and Microsoft’s Azure machine learning software to ensure coronavirus vaccines reach their final destinations.
Analysis
5 ways to accelerate digital business in 2021
Digital business acceleration is the most important trend Gartner sees in the market right now. Here's how CIOs can free up resources to make that possible.
IDG TECHtalk Voices
How engineering transformed a legacy business–and redefined ‘done’
Agero turned its contact center-based business into a digital-first, consumer-centric company – and unlocked engineering talent along the way. An interview with Chief Digital Officer Bernie Gracy.
Building IT Relationships
5 critical steps to relaunch a transformation initiative
Across all markets, transformation programs that have been on hold for close to a year are being launched or relaunched. Here's how to make sure your transformation stays on the right track and lower your systems integrator spend by 15-20%.Feature
Application rationalization: Streamlining your IT portfolio
IT leaders are increasingly launching application rationalization initiatives to cut operational costs and improve resiliency and agility. Here’s how to weed out the waste and reinvest.
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January 2021: The race to digital
The pandemic put the need for digital advancement in the spotlight—and CIOs have responded by fast-tracking technical and cultural transformations.
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The CIO’s next key role: Change agent
For today’s IT leaders, change management is more than technical. It’s about spearheading cultural transformation at every level of the business.
IDG TECHtalk Voices
4 themes for healthcare CIOs in 2021
2020 was a nightmare of a year for healthcare providers. The new year provides an opportunity to get back on track.
IDG TECHtalk Voices
Healthcare digital transformation: 5 predictions for 2021
Consumerism, telehealth, and the learnings from the pandemic will drive priorities in 2021.Feature
Customer-focused IT: A key CIO imperative, post-COVID
The pandemic has amplified the need to reach customers through digital channels. Here’s how IT leaders in nearly every industry are responding.
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Carrier and AWS partner on innovative cold-chain platform
The cold-chain storage specialist and public cloud provider are building a digital logistics network for perishables such as food and medicines.
IDG TECHtalk Voices
Precision transformation starts with a wide-angle lens
These 5 steps can help you capture big-picture transformation needs and execute on the things that really matter.
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Phillip Morris CTO scraps bimodal IT for consumer-centric model
The company’s technology transformation ties together back-office and customer-facing digital channels, says CTO Michael Voegele.
Movers and Shakers
Driving Emerson’s evolution from electronics to smart devices
To ensure that Emerson makes products customers care about, CIO Jake Fritz leads through empowerment, engagement, and collaboration.
CIO Executive Council POV
Measuring IT project success post-COVID—and 4 leadership lessons learned
Despite challenges, the pandemic has unearthed opportunities from both a technology and strategic standpoint and has introduced new ways to measure the business value of digitization projects.
IDG TECHtalk Voices
Want to boost customer loyalty in this era of uncertainty? Start with your service teams
The right technology investments are more critical than ever in helping agents deliver exceptional customer service.Feature
CIOs reshape IT culture in wake of pandemic
IT leaders are leaning on lessons learned from the pandemic to redefine IT cultures and refine IT strategies as they move toward a new year of uncertainty.
IDG TECHtalk Voices
Healthcare CIOs must act boldly with technology partnerships
The health system’s response to the pandemic offers a clue to the bold idea that technology can enable healthcare delivery organizations to provide safe and cost-effective care.
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CIOs take the lead in pursuit of operational efficiencies
Operational efficiency has taken on greater urgency since the pandemic began. CIOs are leaning into automation, digital tech, and the cloud to remove friction and create value.
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4 promising AR/VR pilots in business
Augmented reality and virtual reality implementations are emerging across several sectors, thanks to their value in providing remote training and hands-free access to information.
Movers and Shakers
How empathy drives IT innovation at Thermo Fisher Scientific
CIO Ryan Snyder shares his insights on IT’s expanding role in product development and the future of the CIO role.Feature
Digital business model pays off for Toyota Financial
As the pandemic unfolded, the company launched a private-label digital platform that allows motor vehicle makers to offer financial services to consumers, says TFS CIO Vipin Gupta.
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5 myths and realities of IT culture change
To drive digital transformation, IT organizations must embrace change. Ineffective or outdated notions of what it takes can derail success.
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10 tips for modernizing legacy IT systems
IT modernization is a key component for establishing an agile, responsive enterprise. IT leaders lend advice on how to transform legacy tech into digital assets.
IDG TECHtalk Voices
3 ways for CIOs to improve their positioning with AI
Artificial intelligence is changing the pace at which CIOs can achieve an enviable position on their leadership teams
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Takeda and AWS accelerate COVID-19 research push
The pharmaceutical firm teamed with the cloud provider and Accenture to turn the corner on a digital transformation that includes faster ways to research therapies for COVID-19 sufferers, says Karl Hick, chief digital and information officer.
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Sweetwater Sound retunes in-house tech for expansion
SVP of IT Jason Johnson sings the praises of in-house development as the musical instrument retailer rebuilds homegrown CRM and warehouse management systems for microservices.
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7 ways you’re failing your digital customers
The pandemic has only accelerated the need to deliver digital capabilities that delight customers. Unfortunately, most IT organizations are coming up short.
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7 IT silver linings of the pandemic
Beyond just keeping business afloat, companies and IT leaders are finding unexpected benefits to COVID’s business disruptions.
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Aspen Skiing Co. counts on change management for contactless experience
With ski season set to get under way, Aspen Skiing Co. is providing safer guest experiences using digital technology, including mobile ordering and payment and touchless lift tickets.
IDG TECHtalk Voices
The future of work: 'EX' is the new CX
In the ‘work-from-anywhere’ world, business leaders will have to become more thoughtful about employee engagement, productivity and satisfaction-
Palo Alto Networks
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Palo Alto Networks
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