CIOs benefiting from Interim’s

CIOs benefiting from Interim’s

4 key objectives CIOs can benefit from using Interims to deliver less politics, and more action

Taking charge of a programme by an interim for what’s considered a short period of time doesn’t mean the Interim can’t make a big impact to an organisation.

Full-time positions allow CIOs to get their teeth sunk into an organisation and to lead an IT-enabled business transformation but not every CIO, is a permanent role. Then bodes the question; Why should technology chiefs consider utilising interim positions and what benefits do they gain from these temporary roles?

1. Dive into challenges that are inaccessible to full-time CIOs

Reading an interesting blog from Chris Chandler, head of the CIO practice at recruitment specialist La Fosse Associates, who is a big advocate for the interim CIO role. He says that, in some instances, taking a temporary position can allow a CIO to design and deliver what they deem to be the optimal IT structure for the business.

“Such interims are often free from the politics that can restrain their full-time counterparts,” says Chandler. “Operating without such constraints can be wholly liberating for CIOs and often leads to more radical IT transformations.”

A word of caution however is to not use a transformational interim CIO to focus on BAU (business as usual) activities which often require them to conform to the status-quo of the organisation. The interim in these circumstances consequentially has limited, or no, freedom to follow his or her natural change or transformation instincts and capabilities.

Chandler goes on to say, “Experience from the recruitment industry suggests that, generally speaking, organisations are increasingly industry-agnostic when it comes to appointing interim CIOs”.

Therefore, aside from the obvious over qualified capabilities that often accompany interim positions, these appointments can offer CIOs the opportunity to dive into new sectors and challenges that would not be accessible to their permanent counterparts.

2. Treat the interim position as access to valuable learning experiences

One of the biggest benefits to any company taking advantage of bringing an Interim into their Change programmes is the multi-company experience that they bring – having the opportunity to engage in so many differing corporate environments brings skills you cannot get in the short term working in one company.

The requirements of one interim placement to the next also have extensive varying elements and this sharpens another skill within Interims and that’s complacency – they are always in a new environment having to look at the situation that they are immediately in front of so no time to sit back and relax. Interims are dedicated to finding resolution to business problems quickly, to mitigate costs, and to drive change to the company.

“In a recent assignment I was engaged with, the company was on the verge of signing a contract with a global Outsource supplier and they wanted someone to come in and give them a second opinion,” states Craig Ashmole, Founding Partner of London-based IT Consulting CCServe. “I came in, assessed the geo-markets, built an ROI business case and recommended an alternative solution that presented more than $20million savings over a 5-year period”.

In total, Ashmole spent five months building the business case, gathering all the BI data to put together a report for the board. He advised that certain geo-markets were easy to follow into from an outsourcing perspective, but that other considerations like Customer Service levels and access for company directors to keep close to the Centre of Excellence were quite different to what was initially thought.

“My job was to provide the company with a viable compelling strategy,” says Ashmole. “The strategy demonstrated that the global market knowledge he brought to the table opened up other avenues not previously thought of. The Board agreed with the strategy, signed it off and he was then asked to remain for an additional 13 months to implement, and manage the transition of a 700 seat Shared Services centre.”

3. Make a difference and avoid the strain of corporate politics

The interim role provides benefits in a range of key areas. First, being temporary provides an escape route from the swamp of organisational politics all companies own. You will be surprised just what you can learn and then fix when you have a perspective from outside the organisation, whilst also performing a key role within it.

One of the key skills Interims develop is to look beyond the corporate politics that every company has and to in fact get to understand quickly ‘who wants what done, and who does not’. This then builds a strategy path for the Interim to manage the respective individuals so as to get the best out of them and also to achieve the goals of the assignment.

Interims have the natural opportunity to make a big difference, without being seen as a threat to entrenched operational territories and empires. Interim often use this political awareness as an opportunity to forge alliances across the organisation, and to deliver results directly through brokering and partnership of executives whom may all have differing agendas. These are skills a good interim will possess if they have the experience of engaging across multiple businesses and one you cannot learn from a classroom.

Interim CIOs can become a change catalyst by delivering quick and highly visible results that map directly to their contract objectives. Unlike some permanent positions, interims are often given short-term targets and are presented with the entirely realistic prospect of leaving an important legacy behind.

4. The High impact Change injection

CIOs run highly technical disciplines and usually come from technical backgrounds. Their strength is in knowing the details of IT work. This gains them respect in the eyes of their staff and enables them to use projects to drive improvement. Nevertheless, IT management responsibilities have changed substantially over the past few years. As more IT processes become automated, CIOs must become more business-savvy. CIOs also need strong people, as well as good communication and other soft skills. In this new world, CIOs must embrace new roles and skills as markets change.

Interim skills are often used as a means to this end as a quick injection of high visibility change or transformation especially where a CIO has brought an interim in to assess areas of skill shortage or to drive a particular change element.

Having spent a majority of my career working with and supporting the Corporate CIO Function, I now seek to provide a forum whereby CIOs or IT Directors can learn from the experience of others to address burning Change or Transformation challenges.

Craig Ashmole

Founding Director CCServe

Customer Service Effort

Customer Service Effort

Great Customer Service Requires Very Little Effort

Why the Financial Service Industry Needs to Simplify Every Customer Interaction

In the early 1990’s I remember reading the following story in the IT press:

McConnell got so fed up with not being able to talk to a human at his bank that he wrote a program that dialled eight different branches of his bank automatically. The program then left the following recording: “This is an automated customer complaint. To hear a live complaint, press button one.” Having pressed the appropriate button, the hapless bank employee would then hear: “The customer is unable to come to the phone right now, but your call is very important. Thank you for being patient.” Finally, the tape recording revealed McConnell’s name and phone number. He described his action as “just your basic customer protest.”

The world of financial services and technology has changed hugely since then, but I think for many of us, the same feelings still exist. Doing business with many financial services organisations feels difficult and frustrating. The technology and processes seem designed to make life easier for the organisation, not the customer. Everything seems product-centric, not customer-centric. Despite this, we often remain loyal to the institutions we started with as a teenager. And as the press often likes to quote – on average we stay with our bank longer than we stay with our partner!

However, there’s a feeling that we’re now at an inflection point, or jumping on a new S-curve with the changing views of millennials, Generation Z, including mobile technology, social networking, and driven by crowd-funding, new regulatory frameworks, switching services, for example internet giants like Google taking on the insurance world… these are all affecting financial services. No longer can our loyalty be taken for granted by corporate companies.

So how should the Financial Services industry react?

Research has shown that the new battleground for customer loyalty is focusing on effortless experiences. Somewhat surprisingly what we find from customers:

  1. Delight doesn’t pay
  2. Customers prefer to self-serve
  3. Customer service interactions tend to drive disloyalty, not loyalty
  4. The key to mitigating disloyalty is reducing customer effort

So there is an inverse correlation between customer effort and customer loyalty. The higher the effort required by the customers, the lower their loyalty; the lower the effort required, the higher their loyalty. This very much echoes the Amazon philosophy that the best service is no service.

The good news; there are dozens, if not hundreds of ways that financial services organisations can reduce customer effort across the whole customer lifecycle. For example, at my bank’s ATM recently I inserted my debit card and it presented me with just one option – your usual £50 and no receipt? Brilliant. No spurious choices that I never take. It only saved me a few key keystrokes and a few seconds, but I really appreciated it. Their mobile app is also great for checking my account and paying bills. And Apple Pay lets me pay easily and quickly. But as soon as I want to get help I have to swap channel and either email or call. That’s a lot of effort. I don’t want to leave my app to get help! Another great example of low effort is within a bank in Germany – Everything is mobile-first, including the opening of the account, which takes 8 minutes via a video call. Now that’s impressive. And then there’s Berkshire Hathaway Travel Protection, which monitors the airline timetables and automatically pays out compensation if the passenger is delayed and then texts them to say the money has been transferred to their account.

Other examples of effortless customer service

  • Using voice biometrics (rather than the dreaded touchtone menu) to reduce the time to identify and verify (ID&V) the customer.
  • Using the Touch ID or passcode on the mobile phone, in conjunction with the mobile app, to ID&V the customer.
  • Proactively working out what a customer can borrow, before they’ve asked for a loan, so they don’t have to wait for a decision.
  • Having a Single Customer View across all touch-points, so customers never have to repeat themselves and can move from channel to channel and continue the conversation from where they left off.
  • Offering a wide choice of channels, such as branch, call, email, SMS, video, social media, website, web-chat and yes even letters!
  • Being open 24 x 7, 365 days of the year
  • Sending out proactive notifications about the account status or the stage something is at in the application process, so the customer doesn’t have to chase for updates.
  • Using video in-branch to connect the customer to a remote expert, rather than asking them to come back another day.

Many of these improvements or innovations seem insignificant, some have been implemented by Financial Service organisations but added up these can lead to huge improvements in overall performance and service levels. It’s what the sporting world calls the “aggregation of marginal gains” and it’s usually what separates the winners from the losers.

Content by Dave Thomson

Having spent a majority of my career working with and supporting the Corporate CIO Function, I now seek to provide a forum whereby CIOs or IT Directors can learn from the experience of others to address burning Change or Transformation challenges.

Craig Ashmole

Founding Director CCServe

Changing Data Centres

Changing Data Centres

Traditional data centre’s are undergoing many revolutionary changes as we head to the 2020’s

Hybrid cloud infrastructures, hosted servers, virtualized servers, and new methods to save energy and reduce costs in the data centre create an ever-challenging array of decisions for today’s data centre managers

It’s no secret that traditional, on-premise data centres still rule enterprise IT. According to a recent TechRepublic CIO Jury, 100% of tech leaders still run on-premise data centres but, cloud is catching up in a big way.

According to Mary Meeker’s 2017 Internet Trends report, cloud spending continues to grow and it’s on track to catch up to traditional data centres spending. Citing IDC data, Meeker noted that cloud investments had grown over the past few years as traditional data centres spending shrank. If the trend continues, the two markets could eventually match one another in spending.

Spending increased in both private and public cloud, the report noted. In the public cloud market, the major players continued to dominate — Amazon Web Services (AWS) led the pack, followed by Microsoft Azure, Google Cloud, and IBM, in that order.

 

Cloud is leading to new innovation in infrastructure and the way enterprise IT gets work done. New software delivery models mean products are being delivered through the cloud, often with a subscription model. Experiences are becoming more personalized and products are becoming more intelligent as well, the report said.

Software as a Service (SaaS), especially, will see a big boost, with many organizations turning to the model. According to another report from BetterCloud, some 73% of organizations said more than 80% of their business services and applications will be SaaS by 2020.

The growth of the cloud at this rate creates new opportunities for business, Meeker’s report said, but it also creates new concerns. While data security is still the top concern, questions about compliance and lock-in fears are increasing dramatically, the report said.

However, the question about lock-in is a complex one. While enterprises desire the unique proprietary tools that the major vendors are building out, that same R&D could be making lock-in even worse, as TechRepublic writer Matt Asay has argued.

Still, cloud availability continues to go up, while the major vendors continues to drop their prices, making the cloud an even more attractive option for big business.

The 3 big takeaways for cloud services, as we see it:

 

  1. Data centres are still the norm in enterprise IT, but cloud spend could soon catch up, according to Mary Meeker’s 2017 Internet Trends report.
  2. Public and private cloud spending both increased, but concerns are shifting from security to compliance and lock-in, the report said.
  3. Cloud growth is also enabling innovations in edge computing, elastic databases, containers, and microservices, which are changing the way IT thinks about infrastructure.
By Conner Forrest (TechRepublic)

Having spent a majority of my career working with and supporting the Corporate CIO Function, I now seek to provide a forum whereby CIOs or IT Directors can learn from the experience of others to address burning Change or Transformation challenges.

Craig Ashmole

Founding Director CCServe

Data Centre Managed Services

Data Centre Managed Services

Five network security market trends that matter for Managed Services

It’s no secret that organisations of all sizes are changing the way they run their businesses.

The move toward a digital economy, combined with the need to be “always on,” means that anything that can save time and simplify workflows is in high demand. Now, more than ever, seamless delivery — whether it’s music, email or network security — is where opportunity lies. For channel partners, this opportunity translates into managed services. If you haven’t yet shifted your network security business to the revolution that is managed services, here are five trends that demonstrate why now is the time to make your move:-

1. Rise of the Virtual Data Centre

Traditional customer premises equipment (CPE) will come under increasing pressure as software transformation greatly reduces, and in some cases, eliminates the need for devices on site. In 2015, we saw the rise of the virtual data centre; in 2016 we are seeing its operationalisation in the enterprise come to fruition. Channel partners who set up their businesses to capitalise on this shift as part of their managed services strategy will see demand heat up. Whether you partner to make your virtual data centre happen, or invest in establishing one yourself, put it on your agenda for immediate consideration.

2. Avoid Lock-In

Make no mistake, technology “lock-ins” are stumbling blocks to your managed services success. Because change is constant, your customers are demanding flexibility, and they’re looking to you to help them remain agile to prepare for future industry shifts. The bottom line is that your customers want more openness and customisability, which means channel partners need to be even more selective with their partnerships, only aligning with vendors who enable them to offer best-in-class solutions and managed services that address the dynamic requirements of their clients.
In 2016 and beyond, channel partners who follow this trend, catering to customers with open solutions and services that are seamless, scalable and flexible to customers’ business needs, will hold the competitive edge.

3. Customisation Is Key

What we’re seeing in 2016 is that professional services and DevOps are taking a front seat for channel partners as customers look for turnkey solutions and the ability to customise their environments. Vendor innovation will always be key, but channel partners can also benefit from placing a high priority on innovation.
This is especially true as the channel competes with the technology giants of the world who already have a huge and growing stake in managed services. As a channel partner, your agility and the insight you possess from your customer relationships can empower you to deliver on-point, customised network security services—something that the larger players, who more commonly compete on commoditisation, simply cannot manage.
In 2016, your managed services offerings can and should be differentiated by the value add you deliver. Often, customisation is the value you can bring to the table to gain a foothold against larger players.

4. Be Automation Aware

Customers are looking to automation as the next cost reduction lever to eliminate legacy IT. As your clients’ most trusted advisor, the onus is on you to assess the automation capabilities that your vendors bring to the table—and the automation expertise that your in-house experts have to offer.
Make a checklist of how you can move automation to the forefront for your customers, delivering it as a powerful managed service that supports their goals. As you hold strategic quarterly or monthly client meetings, discuss how you can help your customers meet their software transformation milestones. Discovering ways to save time and costs should be a never-ending conversation.

5. Vertical Market Transformation

In 2015, we saw the adoption of SDN (software defined networking) and NFV (network function virtualization) grow in small- and medium-size enterprises. In 2016, the channel will continue its move to open, integrated and seamless stack solutions, making SDN and NFV solutions more accessible than ever before through pre-designed and tested solutions, purpose-made for vertical markets.

Don’t fall behind the adoption curve. Now is your opportunity to ride the wave and adapt your managed services playbook to these top network security market trends.

Having spent a majority of my career working with and supporting the Corporate CIO Function, I now seek to provide a forum whereby CIOs or IT Directors can learn from the experience of others to address burning Change or Transformation challenges.

Craig Ashmole

Founding Director CCServe

Interim Consulting Demand

Interim Consulting Demand

IT contractor demand at highest point for over a year

IT Consulting and Interim management skills are at the highest demand in more than a year now that post Brexit has kicked off.

Demand for freelance IT contractors rose to a 14-month high in March 2017, according to the REC national index. The demand has been fuelled by several factors, including a lengthy list of IT skills that appear to be in increasingly short supply within the salaried permanent workforce. Brexit uncertainty could also be working in freelancers’ favour as employers are more likely to engage freelancers for IT contract jobs on a limited timeframe rather than the lengthier commitment of hiring new permanent staff. Additionally, those already working in permanent positions could be unwilling to take a chance on jumping ship in such uncertain waters.

REC chief executive Kevin Green said: “Economic uncertainty about future prospects is having a detrimental effect on employees’ willingness to risk a career move at this time. “Many [employers] are [therefore] reporting an increasing number of white collar jobs as hard to fill, including within the IT and the financial sectors.”

[REC = Recruitment & Employment Confederation]

Contractors and those who are willing to change employers are reportedly reaping dividends as skills on the scarcer side are attracting premiums in the current climate. The skills most in demand can vary from one month or even one week to the next however, so when you actually secure a contract can have a major bearing on whether you also manage to secure premium rates.

Digital generalists, UX/UI experts, and those with experience in the gaming field were particularly scarce in February for example. In March a variety of different IT skills were at a premium, including Java developers, Dev Ops, IT security, software developers, software and embedded software engineers, Ruby software developers, and PHP software developers.

The REC said: “Our concern is that Brexit will make the problem worse, particularly if onerous restrictions are imposed on people coming from the EU to work.”

It is a problem for employers, but for IT contractors a lack of skills in the general workforce means more opportunities.
“Experience and knowledge/exposure to Business Transformation related programmes are on the increase too,” stated Craig Ashmole, Founding Director of Interim IT consulting firm CCServe Ltd. “There are some high profile programmes in the City of London that have increased over the last 12 months driving PMO or Portfolio Management”.

Source: Consulting Hub

Having spent a majority of my career working with and supporting the Corporate CIO Function, I now seek to provide a forum whereby CIOs or IT Directors can learn from the experience of others to address burning Change or Transformation challenges.

Craig Ashmole

Founding Director CCServe