Top CIOs Cite Improving Customer Service Through Technology As Top Priority In Accenture Study

Thursday, February 28, 2013 07:16
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Top CIOs Cite Improving Customer Service Through Technology As Top Priority In Accenture Study

Tags: Advisor businesses | client communications | technology

What’s the top priority of top chief investment officers (CIOs)? Going mobile.
 
A recent study by Accenture showed that 43% of CIOs cited improving customer service with instant data access, capture, and processing as a top priority.

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Thirty-six percent cited engaging clients through mobile devices and conducting transactions over mobile devices.
 
Up to 34% said they plan to develop and/or distribute connected devices to support B2B applications.
 
But they need to go beyond just focusing on mobile. They need to identify the top areas for mobile development, where they think they will achieve the most growth.
 
Then a gap analysis should be done to see what steps should be taken to fully exploit those growth areas.
 
Of the CIOs surveyed, 84% said mobile capabilities would significantly improve interactions with clients.
 
Forty-six percent said they plan to change workflows to better incorporate mobility into their business practices.
 
Seventy-three percent said mobility will affect their businesses as much as the internet did in the late 90s.
 
Half said they were planning to prioritize mobile initiatives over the next year. That’s up from 41% the year before.
 
Eighty-five percent said their mobile strategies must encompass smartphones and 78% would incorporate tablets.
 
There also should be a focus on people and expertise. Almost twice as many companies as last year—40% versus 27%--plan to leverage external experts to develop and refine their strategies.

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