2. WEBINAR Forrester’s 2017 Predictions For CIOs
Pascal Matzke, Vice President, Research Director
Matthew Guarini, Vice President, Research Director
November 14, Call in at 11:55 a.m. Eastern time

4. Agenda
Market volatility is here to stay.
Rising customer sophistication drives the need for speed.
Smart CIOs will leverage a single business technology (BT) strategy to meet customer needs.

5. Agenda (cont.)
New technologies will have to be incorporated into your planning.
In 2017, CIO leaders will drive innovation around technology, process, and people.

6. CIOs and their businesses face uncertain times

7. Insatiable customers will spur firmwide transformations
AT&T attempts to buy TimeWarner.
Rising customer expectations force telecoms to go broader.
Walmart to close 154 stores in the US.
Digitally enabled customers avoid physical outlets.

8. Insatiable customers will spur firmwide transformations (cont.)
Hitachi launches separate IoT business unit and platform.
Launching Hitachi Insights Group to lead industrial markets on smart products
GE goes digital.
GE is committed to becoming $15 billion software company by 2020.

9. Focusing on the (IT) past is not a predictor for success in the future
Delta system outage grounded thousands of passengers.
Overdependencies on old-age systems and infrastructures poses risk.
ANZ Bank ousts CIO after an isolated legacy renewal did not deliver value.
New CIO will work with chief digital officer to create one single tech strategy for the company.

10. Focusing on the (IT) past is not a predictor for success in the future (cont.)
Yahoo security breach involves more than million accounts.
Yahoo’s response put the company before its customers.

11. Empowered customers will evolve in five key ways

12. We recommend a better and faster approach to deliver on customer obsession

13. This approach removes the limits of bimodal

14. It invests in business technology
It invests in business technology % of global tech purchases and the fastest growing segment 7%
US$ billions
Source: Forrester Research, Inc.
% of global tech
20%
21%
22%
23%
25%
26%
27%
*Forrester forecast

15. Emphasis will shift to capture end-to-end customer life-cycle value
These need more attention
These get attention
After sales service
Customer experience
Product marketing
Distribution
Manufacturing and supply chain
Sales and channel functions

16. Integration of digital and physical products shifts technology focus
Image source: Engadget ( TeknOlsun ( Global Cars Brands ( and Convenience Store News (

17. Core actions to drive faster operations
CIOs will become cloud orchestrators.
Cloud will become the underpinning of fast changing product and services ecosystems.
Containers and DevOps will be core facilitators.
Some firms will become cloud companies in their own rights (i.e., Bosch, GE).
CIOs will shift skill base.
Customer journey mapping and design thinking will help close the experience gap.
Agile and DevOps skills will drive speed around change.

18. Core actions to drive faster operations (cont.)
CIOs will leverage modular and open systems.
Atomized business processes will require APIs and microservices to connect to clients.
Delivery architectures need to match external integration focus on partners for innovation.

19. Emerging tech becomes real — fast

20. Tech management needs a reboot to meet rising customer demands
A culture focused on service, discipline, and agility to meet customer expectations
Refactoring operational systems to meet needs for organizational and CX suppleness
Applying a new process toolkit to limit the risk of building and securing the new platforms

21. Tech management needs a reboot to meet rising customer demands (cont.)
Delivery architectures to match external integration focus on partners for innovation
Governance where the business is continually engaged from a product management perspective

22. CIOs will have to learn new ways of working

23. 2017 sets up well for CIOs who seize the opportunity
Start and end with the customer in your team — this is how your business thinks and survives, so your team needs to get on board.
Use the scope, scale, and pace of emerging technologies to position yourself as your company’s go-to resource.

24. 2017 sets up well for CIOs who seize the opportunity (cont.)
Identify ways to leverage proven concepts in IT like Agile and DevOps to drive value (and win support) across the enterprise.
Use your assets to lead business innovation, not just technology innovation.

25. Pascal Matzke
VP & Research Director
Co-lead, CIO Research
Matthew Guarini
VP & Research Director
Co-lead, CIO Research