The rapid proliferation of smartphones demands a rethink on the IT strategy front. This article suggests that CIOs should designate a ‘CMO’, who is responsible for taking advantage of the powers of customer engagement and empowerment that are provided by mobile apps.
The first step in CIO’s mobile strategy is to create the office of the chief mobility officer and a supporting mobile architecture team.
Mobile apps give rise to several challenges, including multi-channel conflicts, a deluge of data and activity, and transaction-based business process atomization. This requires changes to the business (transaction-based interactions thinking) and technology (scalable architectures) fronts of the firm’s strategy.