In today’s business landscape, C-level leaders expect IT departments to deliver tangible value, fostering faster operations and enhanced efficiency. However, global CIOs grapple with budget increments that barely surpass inflation rates, falling notably short of expected revenue growth. This predicament underscores the persistent need for heightened efficiency amid escalating demands. Here are some steps to get you there:
CIO-CxO Collaboration
In this challenging context, the collaborative efforts of CIOs actively leading and allocating resources for end-to-end digitalization alongside their CxOs prove pivotal. Research indicates that these collaborative leaders are 1.6 times more likely to achieve or surpass the outcomes of their digital technology investments compared to counterparts who solely delegate the delivery of digital capabilities to their IT departments.
To unlock the full potential and foster CxOs’ commitment to digital leadership, CIOs must proactively identify digital leadership profiles within the executive team. Tailoring engagement strategies to assist these key partners in enhancing their proficiency becomes essential for organizations seeking to thrive in the evolving digital landscape.
Unlocking Technology ROI Together
Digital transformation improves efficiency by optimizing processes, streamlining teams and effectively addressing customer issues. However, an often-overlooked downside involves end users getting bogged down beneath layers of business applications throughout their workdays. Over time, many end users become overwhelmed, impacting their productivity and that of their companies.
None of this rapid transformation is the fault of the users, who bear much of the burden. This problem can be overcome by CIOs partnering with CxOs to implement technology and processes aimed at helping users understand and embrace the latest tech tools. This fosters better digital adoption and plays a crucial role in creating successful user experiences, without requiring specific technical expertise.
Essential Tools for Successful Digital Transformation
Business moves in real-time, and users should too. Tools like digital adoption platforms (DAPs), digital workplace suites, team collaboration & communication tools, social intranet tools and cloud CRMs are essential for employees to succeed on technology stacks.
One such indispensable tool is a DAP. This software integrates with any system in an organization’s internal toolkit, allowing L&D and digitization leaders to create customized in-app guidance. DAPs are particularly effective during employee, customer and user onboarding, enabling CIO-CxOs to monitor user interactions and optimize user experiences.
Enhancing User Experience and Efficiency
Ferring Pharma’s use of a DAP is a good example. In 2022, Ferring Pharmaceuticals faced complex contract challenges due to new regulatory requirements. To tackle this, the company rolled out Icertis cloud software for its contract lifecycle management (CLM). Ferring implemented a DAP to optimize how employees used the Icertis platform. The DAP reduced new user onboarding time, increased Icertis adoption and delivered an intuitive, engaging user experience.
Ferring achieved this success by incorporating Smart Tips at the point of user challenges, eliminating the need for helpdesk assistance. With nearly 4,000 Smart Tips shown to users daily, Ferring significantly reduced support tickets, showcasing clear examples of time-savings and cost reductions.
“The CLM system has to work for the users,” says Sheila Dusseau, head of global legal operations at Ferring. “Our goal was simple—create a great CLM user experience and reduce touchpoints and support tickets.”
Additionally, Ferring launched a knowledge repository, leading to a 33 percent decrease in support tickets. These examples provided a compelling case for Ferring’s IT leaders to convince stakeholders to invest in the efficacy of a DAP.
By delaying the optimization of tech platforms, companies inhibit their employees’ abilities to perform at the highest levels. To improve user experience and efficiency, each employee must be comfortable using the organization’s technologies, enabling all employees to become more successful in their jobs. CIOs need to strategically drive this point home to their CxO colleagues and other enterprise leadership.
