Building teams around the customer. Shaping data towards an outcome. Blurring industry borders to make new experiences. If there’s one thing that’s certain, it’s that siloes will be erased. By choice or by market force, convergence is inevitable. At the intersection of it all are data and digital stewards in the enterprise.
To plot the curves of change, Phil Hassey, CEO at CapioIT explored the makings of a post-digitised operational archetype with Nathan Bell, CDO, M1; Stuart Freer, Chief Digital and Data Officer, Mecca Brands; and Kallol Dutta, Tribe Lead - Data & Automation, Spark New Zealand.
Sales has a daily rhythm. Finance is monthly. Other functions maybe quarterly. If being a truly digital services business is the aspiration, every department must march to the same beat. That’s when true agility and responsiveness is possible.
Different mediums, varied contexts, diverse data sets: can a bigger picture emerge? A seamless one? It begins with stitching together customer journeys, then filling the blank spaces, and finally mapping projections, perspectives and possibilities.
What can a telco learn from a retailer? Or a retailer from a bank? Taking off one’s industry blinders can elevate one’s perspective. We’re all serving customers: and if someone else has cracked their genome, let’s find a way to splice it.
Digitisation means every function will want to run its own IT-enabled operations, especially in areas like data and analytics. Empowering everyone means IT must create the pathways with certain standards. Then hand over the wings.
We need to work out what does it mean for our end customer, and essentially bringing the customer story and the purpose into the teams makes the change easier.