If the way IT has been done in the past is no longer sufficient, then what does it take to transform into digitally-empowered IT? The short answer is that it takes a new mindset along with the skills and practices to support it.
In a previous generation, the hallmark of legacy IT was “alignment” with the business. In other words, IT understood what was on the horizon for the organization and did their best to support the business, albeit in a reactive way. IT’s concern was squarely on internal business customers and keeping back-end systems up and running.
The bar has been raised. In the truly digitalized organization, there is no difference between the business and IT. In fact, in many cases, IT leaders are driving innovation by using technology to do business in new ways.
Considering that most digital businesses value customer centricity as priority #1, there is a need to seamlessly gather and analyze not only internal operational data but also externally-focused customer data. Ideally, these are gathered and housed in the same system and can be related to each other using proximate cause-effect relationships. For example, when a change is made to a customer-facing website or product platform, how did the change affect sales, abandoned shopping carts, nonprofit donations to a campaign, repeat customers, and so forth? Additionally, approximately how much did it cost in terms of money or effort expended to make the change? Admittedly, “single pane of glass” systems that bridge customer and operational data are something of a technological “unicorn.” Even so, many IT departments struggle to perform basic operational data capture and reporting let alone XO data analysis.
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