CIO opinion
have the opportunity cost of compromising
the quality of customer data. worlds, which could be extremely exciting
news for the sector.
Neither of these options are ideal as both
engender some degree of compromise, so this
balancing act continues to be a real headache
for many organisations as we move into 2019. Prioritising usability
Another area of compromise comes in the
form of the age-old debate of ERP vs best-of-
breed (aka point-focused) software solutions.
Should businesses invest in best-of-breed
applications for each application area (CRM,
document management etc.) or opt for the
simpler integration processes associated
with ERP systems and take the risk of a ‘jack
of all trades’ system that does not match up
to best-of-breed?
However, we’re gradually seeing
transformation in this area. Indeed, software
vendors are now partnering, giving rise to
a revolutionary ‘zero-integration’ model
which enables companies to deploy a single
platform approach inclusive of ‘plug and
play’ market-leading, best-of-breed solutions
with a single data model. This may finally
put to rest the ERP vs. best-of-breed software
debate through offering the best of both
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INTELLIGENTCIO
Often, companies are forced to make
concessions on the usability of their software
systems because they meet particular
requirements or have added benefits such as
Artificial Intelligence (AI) elements.
However, this is not an effective strategy for
long-term business success. Great customer
service relies on a team of well-trained and
empowered advisers that can confidently use
business technology on a day-to-day basis.
People-friendly software is therefore vital
if that business is to drive great customer
experience – so user experience should be
prioritised, not treated as an afterthought.
Whilst immediate pressures and concerns
must clearly be met, this shouldn’t be at
the expense of the bigger picture. Solutions
need to demonstrate how they’ll support
the company in its Digital Transformation
in the long term. For example, plans to
integrate AI, what business challenges
this will solve and whether the vendor’s
roadmap is aligned with the individual
business and market needs.
Fit for the future
The next 12 months will be a trying but
exciting time for CIOs both in the UK
and globally. A key goal for many will be
implementing a company-wide shift from
being a service provider to a business
partner; one that is focused on strategic
business outcomes and bringing the
organisation closer to its customers.
Considering future roadmaps
Given the rate of change brought about by
Digital Transformation, it’s important that
CIOs choose software that’s right for both
today and the future, while considering
the software vendor’s product roadmap in
purchasing decisions.
Suppliers must therefore also continue to
innovate in order to support CIOs in 2019
and beyond. It’s vital that software ceases
to hold back businesses from achieving their
goals; those that work hard to stay ahead of
the chasing pack in this regard will thrive in
this brave new era. n
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