JANUARY 12, 2021
My life has changed in the last 10 months. Like many, I packed up my desk and recreated a space at home. I’ve quickly gotten used to hugs from my son in the morning and long walks with my dog during conference calls. Even more so, I have created efficiencies and conveniences in my life that have permanently altered my day-to-day expectations. Within the past few months, I have taken at least five surveys – my data, pumped through algorithms, now tells me what meals I should order for the week, what new running shoes I should purchase, and what color hair dye would best match my natural shade.
The choices I have made because of our current circumstances have left me permanently changed as a consumer and a household “operations manager.” My nostalgia for the old normal has dissipated as my expectations for the new normal are settling.
Guess what? Your customers (both internal and external) are doing the same. They are forming their new expectations based on their profoundly changed lives. It’s time for the CIO to stop the nostalgic longing for the past and be a trailblazer for the future.
If this pandemic and social disruption has done anything for the CIO, it’s given them the spotlight to lead. It’s given them the chance to be the “yes” team, the heroes, the Vikings of the organization, safely leading the enterprise across choppy waters to unknown places. You’ve proven you can do it, but now you must rise to the challenge of looking ahead and not behind.
It’s not a time to talk about how to get back to where things were. It’s time to define the future. Recognize the profoundly changed world around you and truly understand the expectations and needs for business technologies that have arisen in this new environment.
Four “new” customer expectations:
- Convenience
We are now more than ever in the age of the “couch potato consumer.” During the last several months, screen time has increased drastically and digital retail companies like Amazon have seen their profits rise by 40%. Demands for food delivery services and other conveniences are through the roof. This cultural behavior shift has set a new standard for convenience, and the CIO must be ready to meet that standard in the office, as well.
- Speed
IT’s internal customers experienced the awesome power of speed last March, when the CIO conducted a massive pivot to work from home. Digital environments were built and secured within a matter of weeks instead of years. CIOs had no choice but to quickly respond to the business needs, but now should prepare for the demands of speedy executions and shortened project timelines.
- Efficiency
Consumers are making their lives more efficient. Auto-bill pay, subscription services, mobile banking – these are growing out of convenience and the need for ease in our lives. The CIOs’ strategy needs to really look at customer behavior and experience during this time to be set up for success in the future. Review your customer journey maps and decipher where your team can create efficiencies to ease steps in the consumption of your product or service.
- Flexibility
You’ve heard the question so much more these last few months – “What day is it?” Our work lives, family lives, and personal lives have converged, breaking down the boundaries of time, as well as social and professional norms. People have had to adjust to the blurred lines of life and work, which has forced the need for flexibility. CIOs must create an ecosystem that is available whenever their customers need something. Consumers need access when they want access, or they’ll go somewhere else.
In order to meet your customer’s new expectations, the CIO must push past their nostalgia for how things were and start trailblazing to meet future needs. Let go of the past, learn from the present, and anticipate the future. Trust me, the current customer behaviors and expectations are here to stay – no one will want to take a step back and slow down after they have experienced the speed, convenience and flexibility that IT has proven to provide. You’ve got this.
by CIOs, for CIOs
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