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IDC PeerScape: Practices for Fostering Customer-Focused Digital Transformation

IDC PeerScape: Practices for Fostering Customer-Focused Digital Transformation

This IDC PeerScape explores how CIOs in the healthcare, education, and food industries are homing in on customer focus as a key part of digital transformation programs. It explores the steps these CIOs are taking to get their IT organizations better acquainted with end customers' needs, how they include the voice of the customer during the IT planning and design process, and how a focus on personalization works to increase system use and drive customer loyalty. "Not long ago, digital transformation was mainly about improving internal efficiency. Streamlining things like order processing, manufacturing lines, or payroll were ways to cut costs," says Julia King, adjunct analyst with IDC's IT Executive Programs (IEP). "Now, leading CIOs are focused on not just meeting but exceeding customers' ever-escalating expectations — which more often than not are being set by consumer giants like Amazon, Apple, and Uber."

Please Note: Extended description available upon request.


IDC PeerScape Figure
Executive Summary
Peer Insights
Practice 1: Familiarize IT with Customer Processes, and Proactively Identify Customer Pain Points
Challenge
Example
NASA Jet Propulsion Laboratories
Bumble Bee Foods
University of Pennsylvania Health Sciences
Valdosta State University
Guidance
Practice 2: Find or Create Opportunities to Build Relationships with Business Counterparts
Challenge
Example
NASA Jet Propulsion Laboratories
Bumble Bee Foods
Valdosta State University
Guidance
Practice 3: Find New Ways to Personalize Digital Services
Challenge
Example
University of Pennsylvania Health Sciences
Valdosta State University
Guidance

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