SIM St. Louis proudly presents Tony Davis, Consulting Fellow and former Global IT Leader with fedex.com responsible for Enterprise Reliability as he discusses how successful business executives leverage the strategic use of IT to create customer value, increase margins, and enhance shareholder growth.
Innovation doesn't just happen... it evolves out of business desires and it frequently involves changing your own view of the IT value statement. Because of our long-lived traditional IT department philosophies, most IT organizations, whether or not they realize it, focus almost exclusively on component availability rather than the overall reliability of their business services and the related customer interactions. The shift to innovation starts with your customer, and understanding what gives them a good experience, and proactively transforming your operating model to manufacture what the customer wants.
In today’s competitive market, customer experience has become one of the most critical ways to differentiate a business. By taking a formulaic approach to quantifying key success metrics, Business Service Reliability enables IT to concentrate on making sure every customer interaction is successful. IT organizations that succeed at managing the holistic service, rather than just the availability of supporting components, can deliver greater value to the business.
Business Service Reliability is a top-down approach to how IT should operate, compared to traditional models. It is an actual execution strategy that emphasizes the reliable creation, production, care and feeding, and mathematical measurement of a business service. It then takes that business service and translates it into real time customer experience. While there are solutions to automate this transformation strategy, the secret sauce is the methodology used to implement the strategy and the automation and measurements used to verify success.
Join us Thursday, August 20, 2015 at CenturyLink Technology Solutions with Tony Davis as he discusses how you can define the components of a good customer experience and how you measure it to drive transformation and innovation.