“Change your IT environments”- CA

John Swainson, President and CEO of CA claims that to ensure a superior customer experience and remain relevant in the marketplace, financial services providers must change the way they view technology and transform their IT environments. 

In his keynote at the Foreword Financial Expo, entitled "The Customer Experience: A Powerful Competitive Edge," Swainson described how financial services firms can better serve customers by transforming their IT environments and described a strategy for achieving the transformation effectively. 

"Customer experience in financial services is an electronic experience," said Swainson. "Consequently, IT is not only important to the business of financial services, increasingly IT is the business- it is all about the digital representation of currencies. The biggest threat to any company in any industry is irrelevancy. In an industry such as financial services where products and services are rapidly becoming commoditized, differentiation is vital to success." 

Swainson further continued, "Moving the customer experience to where it needs to be requires nothing short of dynamic IT transformation. Companies have to transform IT management and re-architect IT infrastructure to support business processes. That is a challenge when companies have legacy IT systems built up over decades and often assembled through mergers and acquisitions." 

Based on a long history of addressing the IT challenges of the financial services industry-the top 50 financial services companies in the world are customers-Swainson said, "CA looks at the industry in a different way. At CA, we have devised something we call the financial services future state architecture. This is our concept of how IT architecture in financial services needs to evolve to meet the demands of providing superior customer experience." 

Swainson also said, "Ensuring that IT supports the delivery of a superior customer experience is the responsibility of the CIO. CIOs must take the lead in improving the customer experience by transforming the organization. As the IT industry has grown, matured and increasingly consolidates, the CIO has moved from being viewed within the organization as a cost-center to being a navigator and translator of critical technologies and often a true strategic advisor. The next step is to assume a true strategic business role. The surest means of doing that is to take the lead in transforming the management of IT." 

The financial services are available at CA's Enterprise IT Management (EITM) vision at four layers: Security Management, Infrastructure Optimization, IT Governance, and Business Service Management.

Added on September 8, 2007 Comment

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