AUGUST 20188 Starting his journey at PricewaterhouseCoopers as a management consultant, Sumit Puri has spent over 24 years in the IT services industry spanning across various genres such as financial services, IT/ITES, and healthcare. Currently, as a CIO at Max Healthcare, Puri leads enterprise digital strategy and delivering innovative healthcare technology across business operations of 15 network hospitals of Max in India. Our editorial team was privileged to interview Puri in accordance with the business transformation for field services. Here are his thoughts.Differences across various technological and business landscapes:The most prominent differentiating factor in any business has to be the ability to understand the customer needs and challenges that they face in their operational transactions. In today's hyper connected world, the boundaries between industry sectors have blurred and today's new age customers are only looking at specific value differentiators which a business can offer them. Customers today expect financial organizations to also guide them on insurance planning for healthcare and educational needs besides managing wealth and financial aspects. The key difference I have seen in healthcare sector compared to financial services is that traditional healthcare has been fairly behind on digital automation and offers much higher potential for innovation and incubation of new operating models with significant direct impact to customers. Healthcare and hospital providers need to start enabling digital payments and offer point of care diagnostics and continuity of care to patients remotely outside hospitals in order to further deepen their bonds with customers.As leader of technology teams across sectors, I feel it is imperative for IT to view customer needs from an outside in perspective, have a high solution orientation and speak the language of the business. The most valuable lesson is to not only look at theoretical strategical concepts but gain an excellent understanding of what one needs to do operationally to get 'the digital transformation agenda' incorporated in the DNA of the company. In essence, leveraging technology effectively across sectors ultimately boils down to the IN MY VIEWTHE BI-MODEL APPROACH TO CUSTOMER ENGAGEMENTBY SUMIT PURI, CIO, MAX HEALTHCARE
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