Adding Mobile & IoT to Customer Service Platforms

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IoT and Mobility

A significant number of CIOs are adding mobile and internet of things capabilities to their customer service platforms to enable location-based marketing.

IT leaders must identify the best path forward and the right team to integrate technologies that create relevant, customer-centric experiences.  

· Build the team. Determine where new skills are required to support the multispeed agenda. Teams should be adept at methods such as iterfall (a mix of waterfall and iterative development) and agile development, as well as tools and techniques such as APIs and DevOps.

· Rethink architecture needs. Segment the technology landscape into multiple speeds to align business consumption with the pace of change. Build in an API layer to expose core data to faster-moving digital channels.

· Organize for multispeed. Shape and manage an IT organization that can deliver multispeed IT, using multiple governance models and processes that allow them to prioritize business demands and allocate the right mode of IT operations to meet business needs.

3. Digital trust is now at the heart of growth. Make security a priority.

As the business integrates mobile and IoT, its protectable technology perimeter disappears. With a traditional security strategy, the CIO could be relatively sure that data was safe and sound within the company’s four walls. Beyond that construct, some security fundamentals are no longer valid because several new risks are introduced in the move to mobile and IoT.

IT executives must think about how they can build trust in a new kind of ecosystem where product data is communicated across infrastructures that the business does not own or even know. For example, consumers communicate with companies via a variety of apps and websites through their own devices and service providers.

What businesses learn as a result of the data they collect enables them to deliver better services, enter new markets and make products more innovative. It is nearly impossible to thwart every threat and ensure trust at every step of the customer journey when the apps and websites are not owned by the organization. However, businesses can elevate their security posture by managing the pieces they know about and can control.

Security needs to be baked into the process from the beginning of the move to mobile and IoT. If security is an afterthought, it will fail. Some steps CIOs can take to embed security throughout their platforms include the following:

· Assess risk exposure. Businesses store highly sensitive data, such as credit card information or metadata gathered from global positioning systems. To improve security, the CIO should understand the potential exposure of that data. Who has access to the information? Where does it go? How might data be used or misused? Identifying vulnerabilities allows the IT leader to plan ahead and course-correct along the journey.

· Develop forward-thinking capabilities. Good security thinking embedded in the design, development, deployment, monitoring, testing and requirements phases is important. But before coding starts, the IT organization must ensure that it has the right mix of talent and tools needed to heighten data protection, enhance identity management, and conduct ongoing measures to monitor and improve security.

· Prepare for the worst. A breach is always a possibility, so have a cyber-security game plan in place before something goes wrong. Control where data goes to limit exposure to that data, but recognize that you don’t control all the pieces. Adopt an active cyber-defense strategy so the business can respond quickly if there is an attack.

Thinking about customers, planning for multispeed IT and embedding security throughout the process are important factors to keep in mind as you integrate mobility and the IoT into your business. As that occurs, you can help seize the power of mobile and IoT for your organization.

Mazen Baroudi is the managing director responsible for Accenture Strategy–Technology, North America. Managing Director Kevin Richards leads the Accenture Strategy Global Center of Excellence.

This article was originally published on 2016-09-15
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