The CIO at mobile insurance and protection company Asurion called on fellow IT executives to get more involved in the consumer experience when he discussed the evolution of the CIO role in Las Vegas last week.
Speaking at Tibco's user-conference TUCON, former Travelocity CTO Barry Vandevier discussed Big Data and responding to customer needs as the key focus of the organisation founded 18 years ago in Silicon Valley to provide roadside assistance, which now offers mobile and home electronics protection to millions of customers and entered the UK market in 2011.
"There has been an evolution of the CIO," Vandevier said. "I can't speak for everyone, and although the role has changed I see a long road ahead.
"How do we as CIOs get more involved in the consumer experience? And how can we be more flexible and agile to realise this?"
Vandevier said that the cloud, Big Data, mobile and business process management had been the biggest technology enablers for his organisation, and that mobile was emerging most as "a really big part of our technology investment".
Vandevier revealed Asurion also had a big BPM partnership with Tibco aimed at being meaningful and responsive to customer needs.
"There are so many different streams for speaking to our customers," he said.
"BusinessEvents helps us create a more seamless customer experience in how they interact with us.
"We're aiming for channel agnostic behaviour, whether using our app, online or in store; the same services through any channel consumers engage with us."
Vandevier also spoke about Asurion's data strategy, which fit in to the Tibco mould of concentrating on time sensitive uses or patterns and analytics rather than getting too bogged down in crunching massive amounts of data.
Vandevier asked: "What does Big Data mean to you? It's popular to say Hadoop and large data sets, but it's more critical for us to recognise patterns and consumer behaviour, and be able to respond to those.
"We're best in class at fraud detecting by being able to recognise patterns in a fast-paced industry and in historical data, and we need the horsepower behind that to really make it happen."