| | November 20208CIOReviewBy Courtney Dornell, Senior Director, Service Transformation, Otis AmericasTHE DIGITAL TRANSFORMATION OF SERVICEService transformation is digitally-driven, requiring service leaders to take a new approach to how we deliver products and improve the customer experience. At the same time, the CIO role is changing dramatically. CIOs are moving from a traditional IT role to one that is more deeply involved in the development of new products and ensuring customer satisfaction. This increased focus of digital in every business is causing a convergence of sorts of these roles ­ ensuring service leaders and the CIO work closer together to drive tangible business outcomes of digital technologies. That's certainly the case at Otis.As partners, the office of the CIO and the service team can leverage digital to improve customer experience and satisfaction. Not only will this partnership promote technological advancements, it also gives us the data and information to get insight into the processes, systems and business models running our businesses to improve the customer's engagement with our brand. With this opportunity, we are reinventing customer experience with the tools, offers and applications customers want, and, more importantly, expect in the modern age. Digital Customer ExperienceAny customer experience can be improved through digital. Digital technologies help make the experience faster, more intuitive, more efficient and seamless. Technology helps us to identify the problems as well as the opportunities. It gives us a way to engage and listen to customers, better support their needs and improve their interactions. We can take the reins to help address what customers actually need from digital innovation to solve customers' burning challenges. At Otis, this is reflected best in our Signature Service offering. Signature Service is the reinvention of how we offer service solutions for our customers, built on the backbone of technology. We knew we needed to undergo a global service transformation that focused on a few key areas: Arming our service teams with more information and communication; developing intelligent technologies that better serve our customers; and designing personalized services for individual customers. The office of the CIO was critical to these changes. Building a Safer, Smarter WorkforceWe first set out to create a safer, smarter workforce. We developed a IN MY OPINION
< Page 7 | Page 9 >