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