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IT winning performance directly links to the digital experience


Dame Sarah Story winning Gold in Women’s C5 Time Trial. Picture courtesy of British Cycling / Alex Whitehead

Intergence founder and CEO Peter Job takes the Horizon saddle to explain his take on innovation and helping CIOs deliver change.

IT performance and the user’s digital experience are intrinsically linked to one another. Performance is a word CIOs hear all the time – not least during the Olympic and Para-Olympic summer of 2016.

It won’t have escaped anybody’s attention that our British Cycling team is rather good. But that hasn’t always been the case. A lot of the credit for this has to go to Sir Dave Brailsford, who managed to turn a very sub optimal team into world champions, stating:

“it’s no fluke that we went from one gold medal in 76 years in Sydney, to 8 golds in Beijing”.

Much of the team’s success has been attributed to Brailsford’s “aggregation of marginal gains”. But, in fact much credit is also owed to three other crucial factors: audit, strategise and analyse.

Auditing, strategy and analysis are just as critical in business as they are in sport – and they form the cornerstone of our methodology at Intergence.

To advance and improve as a business leader you must fully understand the status quo. Beginning with an assessment of where are we now? Organisations can start by mapping out any gaps in performance and identify areas that need to be enhanced.

A clearly defined strategy is the cornerstone to any successful undertaking – be it an Olympic cycling race or in our world a digital transformation project. So once you’ve completed an audit of your current situation, you can then shape a strategy to fit your specific goals and objectives. This must be articulated and agreed at all levels of the team.

Lastly, only by obsessively focusing on monitoring progress through advanced analytics, can a leader ensure that they’re on track to meet targets.

For us, any good digital strategy is focused on enhancing customer satisfaction, gaining market share and improving shareholder returns. Customer satisfaction is the most important. After all, satisfied internal and external customers will undoubtedly lead to increased sales and profitability, and, as a satisfied consumer base grows inevitably there will be a rise in market share.

All too often the customer’s experience is overlooked – or at least not looked into enough.

The rise of digital apps and the star ratings in App stores has meant that users can instantly see how well an app is performing. The majority that access digital content every day, are faced with a wide range of online experiences – some are excellent, seamless, intuitive, while others are aggravating and off-putting. It is probably also fair to say that users only ever remember the really good and bad sites.

Customer experience

Providing your internal customers with an excellent user experience is key to CIOs and often talked of as essential to being able to deliver transformation. There are so many moving parts within an organisation’s IT environment, which every application (and there are an ever increasing number) must work with and traverse across. There are also multiple different departments, technologies and silos of data that must be allied with each other, as well as with all new and existing applications.

Trying to manage and make sense of the complex IT environment has historically been very tricky. It’s a juggling act – where CIOs must deal with multiple databases, applications and departments all at once, with pressure to deliver a faultless performance.

Intergence’s own experiences of working with CIO’s and other digital leaders to tackle these challenges got us thinking: there must be an easier way to manage all aspects of an IT environment, simultaneously, and deliver that seamless customer experience?

Our vision is an end-to-end service view of a CIO’s entire IT environment – from server to digital user – so that they can closely monitor their digital KPI’s and enhance the performance of every application. Insight into how users interact with applications, at an individual level, plays a crucial role in optimising the experience for the customer.

Intergence has a long history of helping organisations to gain control over their new and existing applications, to transform their IT infrastructure, and to migrate and manage their Cloud IT. We also founded the world’s first 3D visualisation software product, Hyperglance, which shows application flows and their impact on IT infrastructure.

Peter Job, Intergence founder at this title’s Innovation Leadership Summit. Picture by: Icon Photomedia

For us it was a natural progression to take our extensive knowledge of applications, customer experience, Cloud, internet intelligence and visualisation technology, combine it with our passion for problem solving,  and create Stratiam a visualisation platform.

Stratiam enables CIO’s to reconnect with users by offering insight into IT performance and the customer’s digital experience by isolating risks and issues.

The key to Sir Dave Brailsford’s and the British Cycling team’s success – auditing, strategy, analysis and, of course, marginal gains inspired Stratium.

For more information visit: http://info.intergence.com/cio-and-the-digital-user

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