The Hindu Business Line : Tech focus shifts to customer: Capgemini CTO

Hyderabad, May 5 Rapidly changing business models and thrust on new markets are forcing enterprises to take to technologies that help them transition to meet new requirements — with a focus on the customer, according to the Global Chief Technology Officer of Capgemini, Mr Andy Mulholland.

“This has meant that more and more companies are taking to what we describe as adaptive IT that is agile and responds to business requirements. Lately, customer (person) has become the key focus area for IT managers,” he said.

Speaking to Business Line during his visit to India, Mr Mulholland said three major characteristics define the current day IT investments.

A driving force behind the large global consultancy and technology services provider, Mr Mulholland was in India to interact with company developers and also with large customers, sharing some new technology directions and challenges en route.

Key differentiator

If you take the example of the airline industry or a telecom carrier, the last few years have witnessed remarkable changes. Most of the services — right from buying a ticket to check in — are being handled online. More than nine major services within airline have converged onto a single interface. Likewise, most of the telecom operator services can now be accessed through the Web. These have made big changes in these sectors, he said.

IT is no longer merely a back office function but a key differentiator to stay competitive, he said.

For chief information officers in large enterprises, the focus is on how agile a company is in terms of responding to a customer’s query; thereby enhancing the level of service. This has meant the emergence of new concept of techno business, where IT is perfectly aligned to meet business requirements.

“One of the problems we see during interaction with companies is that they are faced with the challenge of understanding: I don’t know what I don’t know,” he said. The problem is having control of the complexity of change and competition.

Significantly, for all corporations, the focus has shifted from devices to the person or the end consumer.

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