Intuit SVP & CIO, Atticus Tysen talked about how to transform the IT mindset at Interop 2016. His presentation illustrates the key ways in which Intuit was able to shift mindsets not just in IT, but across the entire organization, in an effort to make IT more effective in delivering on Intuit's goals by staying laser focused on the customer.

1. Transforming the IT Mindset:
From Technology-Driven
to Customer-Focused
Atticus Tysen, SVP & CIO, Intuit
@atticustysen, @intuit

2. We all expect good customer service

4. Who we serve
Consumers Small Businesses Accounting Professionals

5. To improve our customers’ financial lives so profoundly …
they can’t imagine going back to the old way
Our mission

6. Proven track record

7. IT at Intuit

8. Changes that happened over 33 years
Global expansion
All products in the cloud
Integrated IT
IT IT

9. Intuit IT’s journey to become customer-driven
Fighting fires Enabling Intuit strategy Being part of Intuit strategy

10. Transformation to a
customer focus

11. Organize by customer segment
CRM Network ERP
Sales, Care,
Marketing
Finance,
Legal
HR, Global
Workforce

12. Enable services
Restricted Party Screening
Billing
Case Management
Worker Information
…

14. Use design thinking
Empathize
Define
Ideate
Prototype
Test

15. Lessons learned

16. False starts

17. Change management is slow (and hard)

18. Final thoughts
Take a leap of faith
Don’t be
afraid
to fail
Don’t be afraid to failMeasure customer outcomes

19. Q&A
@atticustysen, @intuit