Over the past several years, IT has undergone a profound shift in which a formerly support-oriented organization has taken on a much more prominent customer-centric role. Much of this has occurred thanks to the power of data to drive decisions and digital transformation’s impact in enabling companies to create new service- and data-based offerings around…
A bank teller, a marketer, and an operations product owner at TruStone Financial Credit Union each had a knack for technology, but they didn’t think it would lead to a job in the IT department. Yet all three are now on CIO Gary Jeter’s IT team, and not because he’s desperate for bodies. Formal and…
As a household name in household goods, with annual sales of $22 billion, Whirlpool has 54 manufacturing and tech research centers worldwide, and bursts with a portfolio that includes several familiar brands including KitchenAid, Maytag, Amana, Yummly, among others. The company employs 69,000 around the world as well and Danielle Brown, the company’s SVP and…
It’s said that every company is now, at least partly, a software company, which is undoubtedly changing the IT landscape. As a result, product managers (PMs) have more opportunities and are more important than ever. Yet it’s often wondered, by everyone from the chief information officer to the help-desk technicians: What exactly does a PM…
By Milan Shetti, CEO Rocket Software In today’s digital world, technology can make or break a company’s outcomes for its customers. As a result, all companies that use technology to meet or solve customer needs should consider themselves a tech company. In order to meet ever-changing customer demands, it’s critical that companies understand why and…
It’s clear that in the last two years, the global pandemic has created unique circumstances for business and IT leaders at small- and mid-sized businesses.. Yet strategic technology decisions, such as vendor consolidation, can help support a business’s ability to handle volatility and remain agile in challenging times. In this second episode of our 5-episode…
Agility may be the defining feature of today’s contact centers. In the past, speed was the name of the game. How could a contact center be as efficient as possible, maximizing the call volume each agent could handle and minimizing average handle time? While these factors still play a role in contact center operations, customer…
The good news for CIOs wanting to enable domain experts to develop their own apps to solve business problems is that there’s a vast array of low-code development platforms to choose from. The bad news: there’s a vast array of platforms to choose from. CIOs may, therefore, have mixed feelings about SAP’s release of yet…
During the opening keynote at the recent Gartner IT Symposium in Barcelona, Gartner analysts said that CIOs should look to its latest moniker, IT for sustainable growth, to drive business transformation by focusing on three key strategies: ‘revolutionary work’ to empower the workforce, ‘responsible investment’ to balance financial and sustainability objectives, and ‘resilient cybersecurity’ to…
As one of the largest IT service providers in the world, TCS produces and depends on a massive amount of data to conduct and grow its business. But like many enterprises, its data practices made it difficult to derive timely, actionable insights from ever-increasing volumes of data, preventing the Mumbai-based multinational from becoming a truly…