The Customer Facing Test
This is a hugely important distinction Mark raises here -- the customer facing digital initiatives are where the tension points really come to a head. We can say all we want how our employees are our most important asset, but when it comes to putting out an app, we have a higher standard for customer-facing work than we do for employees. Downtime becomes a disaster instead of a headache. Missed deadlines cause delay of a product launch -- which ripples through marketing efforts, sales materials, production, engineering. A key question: Will IT organizations be a vital part of those customer-facing efforts when they happen, or left out?