Digital Transformation
Driving Digital Transformation
The one transformation goal CIO must prioritize in 2020
Defining goals without acknowledging the need to transform often leads organizations to make iterative improvements to existing businesses without challenging themselves to consider disruptive opportunities and threats.
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Merck prescribes AI for supply chain complexity
Pharmaceutical company Merck is using AI to manage an increasingly complex supply chain. Merck CIO Alessandro De Luca explains how its prescriptive supply chain system works.
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Top 5 strategic priorities for CIOs in 2020
IT leaders from health-care, retail and tech sectors share their strategic priorities for 2020. Hint: Analytics, automation and cloud play big roles in CIOs’ roadmaps.
IDG TECHtalk Voices
A deeper look into how technology is innovating the financial sector
Banking is becoming a fundamentally digital experience, with many people banking virtually, no longer going into brick and mortar offices, and AI eliminating tellers. So how are banks reacting to this new reality? Are they embracing technology? Or are they hesitant to be the first adopters?
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Anticipatory IT: Your strategy for staving off digital disruption
Anticipating future opportunities based on hard and soft trends is crucial for CIOs seeking to avoid disruption. Does your organization have what it takes to commit to an ‘anticipatory IT’ strategy?
Movers and Shakers
5 tips for thriving in the digital era
Is your CEO ready for the future? IT executives share their advice for leading in the age of digital.
The Next Generation of Health IT
Why RPA is a CIO priority
Cognitive automation technologies are changing our business. RPA is the first step in that evolution. Be part of the business-value realization with RPA.
Analysis
10 future trends and how CIOs can keep ahead in 2020
After years of digital disruption and uncertainty, the future enterprise is finally coming into focus. Here's a look at what's ahead for IT organizations.
Driving Digital Transformation
How to handle the blow-up meeting and create breakthroughs
If you're going to challenge people’s assumptions, be prepared to manage tough dialogs and lead them to breakthrough moments.
The Business of Data
5 factors that will shape data-driven innovation in 2020
The coming year promises new challenges and opportunities for companies building data-driven services.
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Intuit proves the power of CTO-CIO collaboration
Intuit CTO Marianna Tessel and CIO Atticus Tysen collaborate to reimagine the company's financial software as self-service technology supported by AI.
Digital Health Technology Trends
How human-centered design is driving digital health
Healthcare tech has mostly focused on designing systems for claiming federal incentives in the past decade. Design thinking stands this logic on its head.
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7 ways IT can help cut friction from the customer experience
Top-notch CX is a digital business imperative. Here’s how to ensure your organization’s customer and client experience is hassle-free.
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Reskilling helps Stanley future-proof its factories
Committed to forging 10 million ‘makers’ by 2030, Stanley Black & Decker is training up factory workers to work with robotics, AI, IoT and AR. Here’s how the power tools manufacturer is doing it.
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IT’s new ROI: Return on innovation
CIOs struggle to temper business expectations of 100 percent innovation success with the realities. Here’s how to foster a healthy innovation outlook.
The Next Generation of Health IT
Designing an artificial intelligence center of excellence for disciplined transformation
The heart of establishing a center of excellence is to achieve scale, sustain innovation and expand cultural adoption. The pillars of vision, collaboration and culture will help your organization use data faster to realize value.
I’ve Been Thinking – So Should You
Why are most organizations late to change?
The pace of change continues to escalate, and the saying “if you snooze you lose” has never been more relevant. Here are four ways to help your organization avoid being late to change.
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Chipotle doubles digital sales with loyalty program
The quick-service chain remade its mobile app and loyalty reward experience, which helped boost digital sales by 88 percent. Here’s how CTO Curt Garner tackled the challenge.
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Blockchain for business: 5 promising pilots
Big brands in financial services, logistics and other sectors are betting on blockchain’s potential to facilitate transactions and verify provenance of products.
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Co-innovating with startups: 5 steps for success
Startups can help your organization kick-start innovation. Here’s how CIOs can hone their approach to courting fledgling vendors of emerging technologies while reducing risk.
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IT’s drive to improve the customer experience
CIOs are hiring BRMs and BPOs, embedding IT in the business and sending IT staff into the field — all in a quest to better court business customers.
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MHBE proves the value of mobile for health insurance customers
The Maryland Health Benefit Exchange worked around strict industry regulations to create a scalable online marketplace for customers to sign up, check their benefits and compare health insurance plans.
Engorisms
Make the right way the easy way
If we want teams that are empowered to move quickly and safely, instead of giving them strict instructions on how to perform their jobs, we can make the right way the easy way, and allow the business to thrive.
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6 tips for surviving digital disruption in 2020
Once considered a competitive differentiator, digital transformation is now table stakes, according to Gartner, which offers tips for surviving disruption scenarios businesses may face in 2020.
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Ticketmaster tackles tech debt with streaming data platform
Online box office takes data science enterprise-wide without rewriting all its code.
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7 steps to turning around an inherited IT department
Congratulations, you've just inherited your predecessor's IT dumpster fire. Now, it's up to you to get essential operations back on track. Here's how to get started.
Driving Digital Transformation
5 primary activities for CIOs transforming to a data-driven organization
No one said transforming to a data-driven organization was going to be easy…
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Miami Heat net higher sales with frictionless fan experience
The Miami Heat boosts fan engagement with mobile ticket entry and payment services, coupled with a burgeoning analytics strategy designed to provide a 360-degree view of each customer.
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The turnaround: Inheriting digital transformation
With digital transformations either stalled or splintered, newly hired CIOs must pick up where their predecessors left off and remake IT with a singular focus on supporting the business vision.
Opinion
IT-as-a-business is dead. Long live BusOps
Thanks to digital transformation, technology is embedded in every business process and practice your company relies on. It’s time to take a tip from DevOps, and rethink the business-IT divide.
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At Amtrak, business-IT co-creation engineers CX success
Close collaboration between IT and marketing is helping Amtrak provide a more seamless omnichannel experience for passengers.
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The customer journey map: A new playbook CIOs must master
CIOs driving digital business strategy must master customer experience. That means working with marketing on a critical initiative: the customer journey map.Feature
Merck proves 3D printing's transformative power
Merck's core IT infrastructure team took the lead in helping the business innovate by exploring the transformative power of 3D printing.
The Digital CIO
To kick-start AI projects, think "minimum viable intelligence"
AI systems don't need to be perfect to be put into production. They just need to be better than humans.
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Innovative CIOs strike back against digital disruption
CIOs from every industry are looking to outmaneuver startups by taking a page from the disruptor’s playbook to deliver innovative digital products and services.
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FedEx Cloud Dojo accelerates digital transformation
FedEx needed experts to build and operate a cloud platform. So CIO Rob Carter found a solution in the Cloud Dojo, a bootcamp for cloud-native engineers.
The Adaptive CIO
Are you ready to become a digital technology leader?
In “Designed for Digital," which will be released next week, the authors suggest that winning at digital requires more than a mastery of social, mobile, analytics, cloud and IoT. It requires the willingness to experiment and to create new digital value propositions.
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Redesigning business processes for digital success
CIOs find themselves in a unique position to re-imagine how their organizations operate in this digital age. Here’s how to develop a vision for business process reengineering and deliver.
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Nationwide CIO’s ride-along sparks innovation and pays dividends
Spending time learning the business helped CIO Jim Fowler open eyes to a little-known Nationwide API platform and dive deeper into emerging technology such as virtual reality and AI.
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Health insurer shifts ERP to the cloud to transform financial operations
Blue Cross Blue Shield of Michigan is reducing legacy complexity by migrating to cloud-based ERP, while experimenting with RPA to help prepare staff for the changes ahead.
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10 change management mistakes to avoid
Poor change management can be a transformation killer. Here’s how change initiatives can and do fail, and what can be done to course-correct.
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IRS combats fraud with advanced data analytics
The Internal Revenue Service deals with billions of dollars in identity theft tax refund fraud every year. Anomaly detection powered by advanced analytics is helping to combat it.Feature
Digital leaders level up
CIO 100 award-winning companies are scaling their transformation efforts, tapping cutting-edge technologies to pursue digital business across the enterprise.
Building for Growth
The simple way low tech industries can digitally transform
The older and more undisturbed a process is, the greater the potential. Simple tools can create immediate and substantial value.
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Introducing GAIL: Great Wolf Lodge's AI for pinpointing guest sentiment
The hospitality and entertainment chain is implementing AI to scan guest comments, a stepping stone to improving customer service amid a major IT modernization.
Movers and Shakers
Want to create a customer-centric culture? Meet your customers where they are
Digital evolution is challenging for a company as large as Qurate Retail Group. But CIO Karen Etzkorn is helping it succeed by creating a customer-centric culture and elevating digital experiences.
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SBPASC transforms claims processing nationwide
Service Benefit Plan Administration Service Corp. has introduced 10 services in a sweeping transformation that has reduced temporary staffing, increased membership engagement and reduced manual tasks.
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The rise of the chief digital officer
As digital transformations become increasingly customer-centric, organizations are looking for leaders to drive change with the customer in mind. Enter the CDO.
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Ricoh reimagines field service with ‘merged reality’
The Smart Hands project brings together data, communications technology, and subject matter experts to help field-service technicians know everything about repairing and servicing more than 300 product lines.
The Tech Nest
Delivering results through the magic of experimentation
Achieving the desired results for your innovation practice starts with identifying business-driven opportunities; exploring disruptive technology in ways that are fast, cheap, and delight your audience; and focusing momentum on the scope of work, the location of your innovation practice, and the process for engaging your business partners.
Movers and Shakers
Waste Management dumps legacy processes, drives digital change
By applying three levers of digital transformation, Waste Management is infusing technology into the business model to drive growth.
Movers and Shakers
Transforming an insurance and financial services giant to meet customers’ digital expectations
Terrance Williams, President of Emerging Businesses and CMO, and Jim Fowler, Executive Vice President and CIO, on driving cultural change at Nationwide, one of the largest insurance and financial services organizations in the US.
Navigating the Digital Universe
Lack of cybersecurity is the biggest economic threat to the world over the next decade, CEOs say
As digital transformation continues apace, CEOs see cybersecurity as the number one threat to the global economy in the next decade.Feature
Autodesk brings automation to its IT help desk
To handle demand for support from a growing workforce without adding helpdesk staff, CIO Prakash Kota has brought in a bot take over some of the busy-work.
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The ‘ride-along’: The transformational CIO’s secret weapon
Learning how employees operate is a critical task for CIOs, for whom the ‘ride-along’ has become essential in serving customers and generating revenue.
Managing Innovation & Disruptive Technology
5 ways to fast-track your next AI implementation
Some quick wins around this important enabling technology can further the business case for more investment in broader digital transformation and innovation initiatives.
The Digital CIO
Cisco v. Zoom: Who makes the better collaboration room system?
After trying both Zoom Room and Cisco Webex Room Kit, Truebeck Construction found Cisco's single-vendor collaboration room system cost significantly less and was easier to manage.
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10 IT modernization mistakes to avoid
Modernizing IT takes more than just replacing old tech with newer models. It requires a nuanced strategy that considers business needs and objectives alongside technical capabilities.
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Kaiser Permanente reduces patient mortality with predictive analytics
The managed care consortium's Advance Alert Monitor early warning system uses predictive analytics to identify patients at risk of deterioration within the next 12 hours.
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Summer 2019: Digital leaders level up
While some companies flirt with digital transformation, experimenting with one-off projects, others make it a key pillar of their enterprise business strategies. Read on to see how some 2019 CIO 100 award-winning organizations are successfully scaling digital innovation.
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BofA taps ‘personas’ to ease employees into their roles
Bank of America launched Persona, a data-driven approach to provisioning the appropriate hardware and software to its workforce of 205,000.
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Eaton’s RPA center of excellence pays off at scale
Industrial manufacturer Eaton formed a center of excellence to test and implement RPA software and establish best practices for automation at scale.
The Tech Exec’s Advisor
Digital M&A: How to successfully execute a digital merger
M&A can be a source of competitive advantage, or a resource-consuming distraction, depending on how well you execute the integration of the merging companies’ digital operations.
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IHG books big tech transformation
The operator of Holiday Inn Express and other hotel chains is facilitating a large-scale transformation that includes people, process and technology.
Movers and Shakers
Driving digital innovation: 6 steps to get company leaders on board
With technology revolutionizing the construction industry, Structure Tone needed to get company leaders up to speed and on board with digital innovation plans. So, the CIO created a six-step strategy.
Building IT Relationships
Digital transformation – don’t leave talent development crumbs on the table
When it comes to digital transformation, if you don’t recognize next generation talent development opportunities at the very beginning, the overall benefits derived from the program will be much less.
The Adaptive CIO
Cleaning up the legacy mess so the business can innovate
Business innovation doesn’t come from cleaning up the mess common to many legacy systems. However, not fixing the mess can certainly slow or limit the ability to innovate.
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Scaled agile helps modernize Guardian's operations
Guardian CIO Dean Del Vecchio has reduced technical debt, instituted a scaled agile development model, and embraced the cloud in a bid to vault rivals in the insurance industry.
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10 signs outdated IT systems are killing your business
When an IT asset turns into a business liability, an update or replacement is imperative. Here's how to know it's time to take action.
Driving Digital Transformation
5 outdated technology practices that doom digital transformations
What IT terms and concepts are dated – and what ideas are replacing them? More importantly, how do these outdated concepts doom and derail digital transformation programs?
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Who should really be driving digital transformation?
The C-suite is getting crowded with a growing number of digital leaders. Does this mark a shift to team-based leadership? Or can CIOs still lead transformations alone?
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TIAA accelerates software delivery with IT-business union
TIAA built a new platform to accelerate the way it brings on new clients. The system, called Refactor, uses scaled agile, DevOps and domain-driven microservices.
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Aetna enlists AI to settle health insurance claims
The health insurer developed an artificial intelligence application to resolve claims, freeing up staff to focus on higher-level tasks, says CTO Claus Jensen, who plans to automate other processes.Feature
UNTS focuses on culture, governance to make data work
Drowning in data it couldn't use, the University of North Texas System adopted an ambitious strategy to build a data-driven culture and the ability to apply analytics to every aspect of its operations.
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How Aaron's CIO boosted the 'clock speed' of IT
Aaron’s CIO John Trainor has embraced a product approach to IT service delivery and is supporting the effort with an SD-WAN, machine learning and other modern technologies.Feature
Insourcing, automation spark GE’s IT transformation
GE’s bold move to insource IT support and automate IT workflows has paid off in cost efficiencies and a vastly improved employee experience.
The Adaptive CIO
The importance of the business stakeholders meeting
Business alignment and transparency matter but are CIOs achieving it? Are they putting in place business stakeholder meetings that enable real alignment?
The Digital Enterprise
Amway, the new gig economy and a roadmap for transformation leaders
As it entered the 21st century, Amway found that the new gig economy had brought with it an entirely new host of competitors and that the nature of the market itself was shifting as consumers increasingly engaged digitally. Its transformational journey offers essential lessons for enterprise leaders everywhere who are facing disruptive threats and need a roadmap to respond.
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PSE&G enlists virtual assistant to better serve its customers
PSEG is using Amazon.com’s Alexa software to help consumers pay their bills and access account information via voice, part of a transformation to help the energy giant get closer to customers.
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Cornell’s unique CMS/CRM solution unifies the student experience
The Ivy League university knit together Drupal and Salesforce to create a university-wide system of engagement centered on the student experience.
Movers and Shakers
Wyndham’s digital innovation elevates the customer experience
With its five-platform digital strategy, Wyndham Hotels & Resorts improves the experiences of all its customers: guests, franchises, and internal team members. CIO Scott Strickland explains how.
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Product-based IT makeover pays off at PVH
The parent company of Calvin Klein and Tommy Hilfiger shifted to agile in delivering an innovative digital assistant that increases sales and enhances the retail experience.
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At State Street, design thinking drives digital strategy
Narratives form a key component of State Street’s design thinking strategy, which fuels the firm’s digital transformation.
Movers and Shakers
Kaiser Permanente’s digital transformation is creating a healthier America
Kaiser Permanente uses technology to improve personal health, community health, and medical excellence. EVP and CIO Dick Daniels explains how they do it.
Straight Talk from a CIO’s Perspective
What does digital transformation really mean?
We can’t seem to go a day without seeing or hearing the term digital transformation. But what does the term really mean? What happened to start this paradigm shift in the way people and companies interact with technology? And, more importantly, where is it going?
Driving Digital Transformation
3 ways devops mitigates the operational IT skill gaps
Advancements in devops can help close the skill gap in IT. The big question for CIOs is whether or not they're ready to learn from past mistakes.
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Humanizing the digital experience
As part of their digital transformation, leading organizations find unique ways to make customer interactions more meaningful, seamless, and faster.Feature
AI helps Land O' Lakes churn data into sales
The Fortune 500 dairy giant is leveraging data and artificial intelligence to optimize pricing, target sales, and forecast future demand.
The Digital CIO
What it takes to provide best-in-class customer experience
By integrating marketing technology and customer contact center systems, companies get a 360-degree view of the customer experience (CX), allowing them to more easily improve it.
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United goes digital to ease overbooked-flight aggravation
The airline's Volunteer Solicitation Program leverages automation, data analytics, and gamification to boost customer satisfaction when flights are overbooked.
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RPA is poised for a big business break-out
Robotic process automation is driving efficiency at enterprises such as State Auto, Berry Appleman & Leiden, American Fidelity Assurance and other companies.
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Beate Uhse aims to personalize the online sex shop
Once Germany’s largest erotic products retailer, Beate Uhse hopes to make a come-back with a privacy-sensitive approach to e-commerce personalization.
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Unlocking innovation: Tips for transforming a risk-averse IT culture
A new book from Deloitte and MIT Sloan Management Review offers insights on how to cultivate a culture of innovation.
Accent Notes
CIOs must play a key role in ecosystem strategies
Ecosystems have evolved as a method to bring new digital capabilities, among others, to businesses. As such, CIOs should have a strategic role in developing them.
Movers and Shakers
Bringing new sources of energy to life at National Grid
National Grid’s digital strategy is all about developing frictionless processes to bring energy to customers safely, faster, and easier, explains Adriana Karaboutis, chief information and digital officer.
Movers and Shakers
Companies are gaining clarity about their digital vision
More executive committees say they understand how digital impacts their business strategy.
The Adaptive CIO
Continuous improvement – now more than ever
In an era of digital disruption, IT organizations need to move faster. Given this, should CIOs be active enablers of continuous improvement?
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Latest IT investment trend? Cost-cutting tech that also transforms
Enterprises are investing in digital solutions that help them save on infrastructure and other costs while enabling them to transform the business. Experts from Deloitte and Gartner explain why.Feature
At Mitel, kaizen proves key to streamlining business processes
Mitel CIO Jamshid Rezaei turned to the Japanese practice of kaizen prizing continuous improvement over wholesale change. Up next: leveraging AI, IoT as the future of cloud-based communications.
Opinion
What is an enterprise wide agile transformation and why CIOs should lead it
More CEOs are considering enterprise wide agile transformations, enabling a significant opportunity for CIOs to lead their organization’s process, culture and mindset changes.
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