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Outside of going to the dentist, can you think of anything people enjoy less than doing their taxes?
One of the primary tasks of a Chief Digital Officer is to improve the customer experience–making interactions easier, faster, and more efficient for all parties involved.
This was exactly the challenge Mark Dearnley was tasked with when he was hired as Chief Digital and Information Officer at HMRC (Her Majesty’s Revenue and Customs), the United Kingdom’s counterpart to the IRS.
Not only is HMRC responsible for 505 billion pounds of annual revenue, with over 46 million users, but the leviathan organization devoured more paper than many publishing houses.
“If we stopped sending out and receiving this much paper, we could give every mail carrier in Britain five days’ extra holiday,” Dearnley said.
Nevertheless, with innovations such as cloud computing, virtual telephony, and digital iforms, Dearnley has made doing taxes easier and more efficient than ever, both for customers and within the organization itself.
So what does every Chief Digital Officer need to know to improve the customer experience, just as Dearnley has done?
A good start would be to watch this video of Mark Dearnley’s keynote at the CDO Summit in London at the BBC.
5 WAYS TO IMPROVE THE CUSTOMER EXPERICE
- Give customers a choice
- Use digital to improve traditional services
- Go paperless with the cloud
- Use digital to cut down on paperwork
- Don’t stop: you will always find ways to improve the customer experience
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LEARN – SHARE – NETWORK
The CDO Summit: the premier event for digital & data leaders
Wednesday, April 29, 2015
Thomson Reuters in New York City
In just 2 weeks, hundreds of digital leaders, executives, and practitioners will convene for the 3rd NYC CDO Summit.
Every year we have sold out weeks early… Don’t miss your chance to be there – secure your seat today!
New CDO hires are doubling every year, and now total over 1,000, with Q1 2015 appointments at the White House for their first-ever Chief Digital Officer and Chief Data Scientist.
The CDO role is important for incumbents to survive digital disruption: Since 2000, 52% of the F500 have gone bankrupt, been acquired, or ceased to exist, according to Capgemini.
To help participants understand what it takes to lead digital transformation initiatives, the Summit features sessions from leaders of Capgemini Consulting, including Dr. Didier Bonnet, SVP and Global Practice Leader; CDO Fernando Alvarez; and Tony Fross, VP, Digital Customer Experience.
Speakers also include digital executives from Alex and Ani, Bayer, the Harvard Business Review, IBM, ICM Partners, Ivanka Trump, Mashable, the Metropolitan Museum of Art, the NYC Mayor’s Office, the New York Times, PetSmart, Staples, UNICEF, and Thomson Reuters, among others.
See full speaker list here.
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Jeremiah Owyang, our featured speaker, is the Founder of Crowd Companies, which focuses on how large companies tap the collaborative economy, maker movement, and customer collaboration. Jeremiah will discuss the disruptive impact of the “Collaborative Economy” (Airbnb, Uber, Udacity, indiegogo, Bitcoin, etc) on incumbent organizations and business models, and how CDOs should respond.
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NYC 2015 CDO Summit Speakers
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