IT leaders face the challenge of managing a growing set of often disparate technologies and successfully delivering them to a wide audience of end users who demand simple experiences.
Unified experiences show us what's possible when technologies, applications, and networks all work as one.
Simplifying the end-to-end journey, which includes back-end systems and end-user experiences, comes with challenges, risks, and opportunities.
With insights from a panel of cross-sector IT leaders, we can examine what we're simplifying and how that leads to superior experiences.
A closer look often reveals a patchwork of new and legacy systems that are burning through budgets, confusing customers, and squeezing profits.
It's not so much a matter of redundant old systems taking up valuable resources, but rather maximizing value and operations efficiency across both old and new systems.
This challenge lies at the heart of simplifying IT. Graeme Howard, former of Covea Insurance, points to legacy systems as a challenge for his organization's digital transformation.
In the process of driving customer experience, hyper-personalization, and data enrichment, legacy systems can pose a significant obstacle.
Simplifying IT for better experiences isn't just about hiding the complexities of our processes from the customer.
It's also about including customers in the design of those experiences.
Whether starting from scratch or taking on a complex project of integrating new and legacy systems, IT can no longer dictate to the user.
Instead of relying on customers to create their own demand for our products and services, Archana Jain, CTO at Zurich Insurance Group, understands simplifying IT as the opportunity to reach insurance customers with products and services, when and how they need them.
If a customer wants to go on holiday, instead of a lengthy process of booking travel insurance for flights, hotels, and car rentals, Jain suggests simplifying that experience through a partner so the customer can buy insurance with one click.
For superior experiences, how we responsibly simplify IT must extend to how we manage risk.
Technologists leading successful IT simplification strategies can balance business value, business case, and legacy systems.
Ironically, the technology deployed to manage risk created the risk of not having the human resources to investigate every alert-and the risk of an unreliable user experience.
Consolidating customer, employee, and other types of data is a critical step in becoming proactive about risk and the customer experience, according to Ronald Martey, CISO at GCB Bank.
From pioneering digitalization to pivoting to hybrid work, every era of digital transformation has been about optimizing organizations' need to serve customers and grow businesses efficiently, reliably, and safely.
The process of simplifying IT requires us to assess our entire business, from customer interactions to back-end systems and the role of data.
The era of simplifying IT will test you, just like every era before it did, but the ultimate reward of a more simplified IT infrastructure is unified experiences that connect your customers and teams through technologies, applications, and networks that all work as one.
This Cyber News was published on feedpress.me. Publication date: Thu, 07 Dec 2023 16:13:04 +0000