Transforming the IT Mindset - Interop 2016
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Transcript of Transforming the IT Mindset - Interop 2016
Transforming the IT Mindset:From Technology-Drivento Customer-Focused
Atticus Tysen, SVP & CIO, Intuit@atticustysen, @intuit
We all expect good customer service
Who we serveConsumers Small Businesses Accounting Professionals
To improve our customers’ financial lives so profoundly …they can’t imagine going back to the old way
Our mission
Proven track record
IT at Intuit
Changes that happened over 33 years
Global expansion
All products in the cloud
Integrated IT IT IT
Intuit IT’s journey to become customer-driven
Fighting fires Enabling Intuit strategy Being part of Intuit strategy
Transformation to acustomer focus
Organize by customer segment
CRM Network ERP Sales, Care, Marketing
Finance, Legal
HR, Global Workforce
Enable services
Restricted Party Screening
Billing
Case Management
Worker Information
…
Use design thinking
Empathize
Define
Ideate
Prototype
Test
Lessons learned
False starts
Change management is slow (and hard)
Final thoughtsTake a leap of faith
Don’t beafraid to fail
Don’t be afraid to failMeasure customer outcomes
Q&A@atticustysen, @intuit