November 2017CIOAPPLICATIONS.COM 19s Chief Information Officer of Technology and Operations Services at U.S. Bank, you might expect me to care most about technology and operations business processes for the successful delivery of technology. While these are certainly critical elements, I believe these are not the most important. I have come to strongly believe everything needs to start with a defined customer and employee experience. Each interaction a customer has with a company presents an opportunity for a good, fair or bad experience. The customer experience and employee support of that experience needs to be the starting point for successful business engagements which are enabled, not driven by, technology and data. Technology and processes matter, but people matter more.This is where customer centric engineering comes in. Listening to customers' needs and understanding what will make their experience better enhances the overall customer experience. It's about understanding and solving their pain points, being responsive and making improvements. Customers today have elevated knowledge around technology. With that comes an elevated demand. People know more and expect more. Addressing customer's unique needs and providing solutions that are best in the industry brings inherent value to our organization. This is increasingly important in the digital economy where the pace of change continues to accelerate. We need to ensure we are bringing our customers along on the journey.CHRISTOPHER HIGGINS, CIO, TECHNOLOGY DELIVERY & INFRASTRUCTURE SERVICES, U.S. BANK [NYSE: USB]ARESHAPING CUSTOMER MANAGEMENTCIOINSIGHTSChristopher Higgins
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