Interop Las Vegas 2016

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  • Transforming the IT Mindset: From Technology-Driven to Customer-Focused

    Atticus Tysen  |  Senior Vice President and CIO, Intuit
    Location:  Lagoon B
    Session Type: Conference Session
    Track: IT Leadership
    Pass type: 3-Day Pass, 5-Day Pass - Get your pass now!
    Vault Recording: TBD

    In today's economy, companies need the CIO and the entire IT organization to understand the business and move the discussions away from just technology to focus on what really matters: solving for the customer. At Intuit, we transformed the mindset of how we approached IT so that the customer experience came first to serve our community, customers, business partners and shareholders. To best accommodate this, we organized our IT organization around customers instead of systems. This frees us from the bounds of specific technologies to innovate and explore.

    This talk will serve as a case study to illustrate the key ways in which we were able to shift mindsets not just in IT, but across the entire organization, in an effort to make IT more effective in delivering on Intuit's goals by staying laser focused on the customer. Below are some of the examples that will be covered in this presentation:

    • Treat IT Like Product Developers: Rather than aligning the organization against specific technologies, we created sales, care and marketing within IT. That gave teams the responsibility for creating great customer experiences, regardless of the technology they opted for. One example of this how IT was able to literally sit behind call center agents and peer over their shoulders to listen in on calls to truly understand where they were struggling in resolving customer issues.

    • Service-enabling IT: Many companies are talking about delivering services, but not many actually do. At Intuit, we've been able to get key services like HR, billing and CRM system service enabled which is taking an incredible amount of burden and complexity out of the organization and can share our best practices in making services a reality.

    • Bringing Design-Thinking into IT: Another way Intuit maintains customer focus is by encouraging teams to focus on design thinking to deliver awesome user experiences. Leaders also encourage solving for an awesome user experience vs. just cost savings as the desired outcome for initiatives. We even have designers on staff in the IT organization. We can show examples of real solutions like Awesome Req, a new tool created from cooperation between the HR function and IT with a focus on the customer experience (I.e., candidate, hiring manager) that leveraged design-thinking.

    The hope is that this talk will inspire other IT organizations to break free from the chains of technologies and allow for a culture that places more emphasis on solving problems which is better for the employee, the company and everyone they touch.