Mark Dearnley London 2014
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Wednesday April 15, 2015

Why the IRS needs a Chief Digital Officer:
How HMRC’s CDO made UK taxes easy

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.
  1. Give customers a choice
  2. Use digital to improve traditional services
  3. Go paperless with the cloud
  4. Use digital to cut down on paperwork
  5. Don’t stop: you will always find ways to improve the customer experience
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 theresecure 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.
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.

NYC 2015 CDO Summit Speakers 

NYC Partners:

Presenting Partner
Sustaining Partner:
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Thomson Reuters
3 Times Square
New York City, USA

Dr. Didier Bonnet

to Keynote the
NYC CDO Summit 

Buy His New Book:

Join us for the 3rd annual Chief Digital Officer summit, presented by Capgemini and hosted by Thomson Reuters on 29 April 2015. We’re excited to announce a partial list of speakers below:
  • Steve Abrams: Distinguished Engineer and Director, Watson Life at IBM
  • Fernando Alvarez: Global Chief Digital Officer at Capgemini Consulting
  • Rajesh Anandan: Senior Vice President at UNICEF Ventures
  • Alexander van Boetzelaer: Managing Director, R&D Solutions at Elsevier
  • Ryan Bonifacino: Senior Vice President, Digital at Alex and Ani, LLC
  • Dr. Didier Bonnet: SVP and Global Practice Leader at Capgemini Consulting
  • John Caldwell: SVP of Business Operations at NeuStar
  • Mike Ellis: Chief Executive Officer at ForgeRock
  • Jessica Federer: Chief Digital Officer at Bayer
  • Tony Fross: VP, Practice Lead, Digital Customer Experience at Capgemini Consulting
  • Eric Hellweg: MD, Digital Strategy and Editorial Director at Harvard Business Review
  • Christine Hung: Executive Director, Data Science & Engineering at The New York Times
  • Jeff Hunter: VP, N.A. Leader: Business Information Management Group at Capgemini
  • Joe Johnston: VP, Experience Innovation at Universal Mind
  • Amen Mashariki: Chief Analytics Officer at NYC Mayor’s Office of Data Analytics
  • Faisal Masud: Chief Digital Officer & EVP Global E-Commerce at  Staples
  • David Mathison: Curator, CDO Summit; Founder, CDO Club
  • Jen McClure: Vice President, Digital & Social Media at Thomson Reuters
  • Johanna Murphy: Chief Marketing Officer and Digital Director at Ivanka Trump
  • Haile Owusu, PhD: Chief Data Scientist at Mashable
  • Jeremiah Owyang: Founder of Crowd Companies
  • Keyvan Peymani: Managing Director, Digital Strategy Division at ICM Partners
  • Jaime Punishill: Head of Cross Channel Customer Strategy at TIAA-CREF
  • Ralph Rivera: Director, Digital at BBC
  • Jim Rosenberg: Chief of Digital Strategy at UNICEF
  • Jonathan Sackett: President and CEO at MASHBURNSACKETT
  • Jo Ann Saitta: Chief Digital Officer at The CDM Group
  • Steven Schwartz: Global Managing Director, Reuters News Agency at Thomson Reuters
  • Sumita Singh: Senior Vice President Marketing, R&D Solutions at Elsevier
  • Sree Sreenivasan: Chief Digital Officer at Metropolitan Museum of Art
  • Brock Weatherup: Chief Digital Officer/ SVP at PetSmart
  • More coming

Join us at Our Upcoming CDO Summits:



“Great conference, David Mathison! The topics were relevant, the panelists and speakers top notch, the setting was intimate, and the connections were truly valuable for any senior executive in the digital space. Thanks for pulling it together. I really look forward to attending next year.”
Lisa Choi Owens: SVP/GM, Scripps Networks

“Thanks to David Mathison for his leadership in setting up the inaugural Chief Digital Officer Summit. It was nice to be among my digital colleagues and to share our experiences.”

– Albert Cheng: EVP & Chief Product Officer, Digital Media Disney ABC Television Group

About the CDO Summit:


The CDO Summit addresses the challenges and opportunities arising from big data, the cloud, digital disruption, and social and mobile media.  Our gatherings include the best digital strategists and practitioners on earth, in intimate, collegial, and supportive environments designed to encourage networking, learning, and knowledge-sharing. Visit the website.

About the CDO Club:

The CDO Club is the world’s first, largest, and most powerful network of C-suite digital leaders.  Our 1,000+ members receive access to breaking news, original research, career development support, networking opportunities, and inspirational events such as the CDO Summit.  Visit the website.

Contact Information:

We’d love to hear from you. Email us at or call +1 516 488-1143.
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