A British utility had a customer service problem: Customers who questioned their bills had to navigate a tedious process to handle the complaint. They had to contact the company to schedule an appointment for a worker to visit their home to re-read the meter, a reading that was then fed into the corporate system that would later generate a new invoice.
“It’s hard to think through any business process that isn’t influenced by technology, and that means the way that companies now deliver value to their customers is technology driven,” says Cecilia Edwards, an Everest Group partner who co-leads its IT and digital transformation practice. “So CIOs need to know the technology and be the advisor on the possibilities that technology is unleashing for how business gets done today.”
