“The role of IT industry is pertinent in scaling the country to greater heights”
By MYBRANDBOOK
Dr. N. Raveendran
VP – Enterprise wide solutions [CIO]
Sakthi Finance
CIO priorities for 2022
Converging all the business and IT activities towards customer centricity is the primary focus which is being adapted now for staying competitive. This will enable for a) reaching the un-reachable customers, b) satisfying the existing customers through pro-active responses and services and towards customer retention, c) customer personalization and d) acquiring more business through value added services. Existing CRM application is being strengthened with these focus areas. Gaps between the customers and the company are being reduced to the possible extent. Applications are being provided to the customers and the customer facing team to enhance the services with the reduced TAT: Turn-Around-Time.
Internal stake-holders are facilitated with Self-Servicing tools for effectively deploying the processes which are getting re-engineered by eliminating the non-value-added activities. Data analytics is getting enriched for effective decision making with predictive features using AI/ML tools. Enhancing the areas of employee excellence and process excellence are directly supporting to achieve customer excellence.
Digitization - opportunities galore
IT is no more a function just to ‘keep the lights-on’ and to maintain the core business applications. Undoubtedly, it can become a key strategic business enabler for enhancing excellence in the following key focus areas using the suitable digitization or digital transformation initiatives.
· Customers
· Employees
· Processes
· Information Security
· Corporate governance/Compliance
The role of CIOs is very eminent here with active involvement with the management representatives, the peers of other functional areas and the external stakeholders.
IT: The Future of India
The role of the IT industry is pertinent in scaling the country to greater heights [$5 trillion goal in 10-15 years]. The contribution of the IT industry for GDP must grow a lot in the years to come. COVID dust is settling down and hence, exponential growth is expected in the software export. Very high enhancement in the digital experience would result in building broader public trust and can lead to more engaged citizens. Modernizing Cyber security could converge with national security and public safety. Digital transformation will support to scale services with prioritized user experience, enable to achieve sustainability goals through collaboration, empower the workforce of the future and mainly push towards developing ethical data and technology practices.
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