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Reimagining enterprise IT: Shifting from technology provider to experience enabler

In order for organisations to truly become experience-centric, it is critical for IT to shift its role as well. IT has impact on all aspects of how an organisation operates, and this in turn has direct impact on how well the business can deliver value to itself and to customers.

Customer and staff experience are at the heart of this shift, as experience is often the only differentiator in an increasingly commodified product and service environment.

We’ll explore what an experience-enabling IT function looks like, within shaping experience strategy down to supporting and maintaining the experience-led environment of today. This is a critical (and often-overlooked) part of any organisation becoming, and staying, experience-led.

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Reimagining enterprise IT: Shifting from technology provider to experience enabler

  1. 1. Reimagining enterprise IT: Shifting from technology provider to experience enabler Experience Strategy 2014 Janna DeVylder @jdevylder
  2. 2. impact the work experience
  3. 3. Really? That’s what I’ll be doing? http://archives.lse.ac.uk/GetImage.ashx?db=Catalog&type=default&fname=Imagelibrary%2fImagelibrary_1095.jpg
  4. 4. the experience goals
  5. 5. strategic partnership & leadership transactional ‘order taking’
  6. 6. impact & value ledtechnology-led
  7. 7. preventative & proactive reactive
  8. 8. technology fades into the fabric of work technology is obvious & in the way
  9. 9. flexible & responsive frozen, hard to shift, held back by itself
  10. 10. matching or surpassing personal technology experiences “behind the times”
  11. 11. the contexts of IT
  12. 12. impactful lessons
  13. 13. create an aspirational view, with a focus on impact, NOT solution
  14. 14. identify the time horizon
  15. 15. design the path
  16. 16. remember dynamics
  17. 17. model cross-functional collaboration
  18. 18. thank you! Experience Strategy 2014 Janna DeVylder @jdevylder

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