Rajesh Uppal, Executive officer (IT) & CIO - Maruti Suzuki India
By MYBRANDBOOK
‘A CIO has to build his own skills while leading his organization into the digital future’
Commitment as a Tech Head
Today the world is changing fast and digital is opening up a whole set of new opportunities. IT is no longer merely an enabler, but it is seen to be driving change. The CIO has to build a culture of change in the organization.
He needs to encourage business teams to explore new ways of doing things and partner with them to drive business growth.
The creative use of technology is absolutely accepted as a differentiator, not just in transforming costs or efficiency, but in improving customer experience and enabling disruptive growth.
Experience Cell
CIOs today need to build their own skills as well as those of their teams while leading their organizations into the digital future. We need to recognize this challenge and plan for the future workforce, building capability internally to drive these digital initiatives. Dual skills are required – the lights have to be kept on and we need skilled resources in emerging and niche areas. Recruitment for strategic/specialist roles and re-skilling of current employees has to be planned. We can partner with enterprises who bring specialist skills in niche technologies. And it is important to create an ecosystem, where enterprises can learn, share and develop together.
Key Priorities
One exciting journey which we have already embarked on is the development of a new customer management system at dealer end to improve life cycle value to customers. The objective is to improve the customer experience to drive business value and maximize the customer acquisition, satisfaction and retention. Another area is IOT; it is not a new phenomenon but what is new is the scale at which it will be done now. Customer Analytics to up-sell and cross-sell is another focus area.
Adaptability to Organizational Changes
In this age of constant change and innovation, we need to ensure that our IT landscape is dynamic and flexible. Agility is critical to the success of the organization and IT systems should be able to quickly adapt to and support the fast changing business scenarios. Customers today, both internal and external, expect integrated systems which seamlessly integrate with each other and exchange information for better productivity and efficiency.
We have already embarked on a journey towards providing enhanced customer experience to drive business growth. We are developing a new customer management system at dealer end to improve life cycle value to customers. It would be omni-channel and includes social integration as well. The objective is to improve the customer experience to drive business value and maximize the customer acquisition, satisfaction and retention.
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