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David Cooper discusses revamping siloed IT systems that were raising costs, hurting customer service, and dampening growth opportunities. Since TalkTalk’s inception, in 2003, the company has grown both organically and through acquisitions to become the United Kingdom’s second-largest broadband provider, serving more than four million customers.
To get the most out of these programs, organizations must ensure that they are led by people with the right skills, connections, and attitudes. Complexity is rife in any growing business. As companies innovate, add new business lines and products, or expand their international presence, processes proliferate, and the discipline around them can go out the window.
A joint effort by IT and business leaders can help companies not only to save money but also to prepare for the return of growth. Amid the economic downturn, companies are searching for every opportunity to cut costs. IT represents an important part of total spending—5 percent or more in some industries—and its direct contribution to revenues and profits is often difficult to assess. As an unsurprising result, many CEOs and CFOs are eager to squeeze their CIOs’ budgets.
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