CIO BRIEF: Developing Systems of Engagement

BMO and CAA show how IT can accelerate innovation and engage with employees and customers
CIO BRIEF: Developing Systems of Engagement

This discussion paper is based on the proceedings of a CIO Brief meeting focusing on how IT executives can develop systems of engagement.

Traditionally, IT has developed systems of record based on executing transactions and generating management information from transaction history. Currently, it is extending its role to nurture systems of engagement that promote knowledge flows, context awareness, prediction, and agile action. In this paper, Claudette McGowan, vice-president of Digital Workplace Services at BMO Financial Group, and Kin Lee-Yow, vice-president of IT for CAA South Central Ontario, describe their different approaches to this new type of IT work.

The paper is written by Heather A. Smith, a senior research associate, and James McKeen, emeritus professor, both of Smith School of Business. CIO Brief meetings bring together chief information officers from leading Canadian organizations to exchange best practices around information technology management strategy. Membership is by invitation only. The sessions are co-sponsored by Deloitte and Smith School of Business.

Smith School of Business

Goodes Hall, Queen's University
Kingston, Ontario
Canada K7L 3N6

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