Pivoting IT to Become Customer-Centric

Right-speed IT offers the flexibility to respond to customer needs
Pivoting IT to Become Customer-Centric

This discussion paper looks at how IT departments can become more customer-centric. Themes touched on include the need for flexibility and speed; a focus on the Minimum Viable Product combined with continuous iteration; and strengthening the IT-CMO relationship. It includes suggestions on how improve IT strategy and the importance of analytics as part of the change management transition.

The paper is based on the proceedings of a CIO Brief meeting focusing on how IT is being redefined. It 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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