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For CIOs

Case Study: Singtel Group's CIO Initiates A Customer-Obsessed Operating Model

Transform Six Operational Levers To Make Tech Management A Trusted Business Partner

January 3, 2017

Why Read This Report

CIOs know that they must adapt their role to one of a trusted, strategic business partner, but most struggle to move from the what to the how. In 2012, Singtel, a leading communications group in Asia and a major player globally, embarked on a companywide transformation journey that required the support of a strong tech management team — so the IT organization also had to transform itself. This case study outlines how Singtel Group's CIO has driven tech management renewal for her organization and provides lessons that other CIOs can apply to their own digital business journeys.

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Table of Contents

  • Challenge: Systems And Teams Must Transform With The Business
  • Solution: Drive Customer-Obsessed Agility
  • Results: Singtel Group IT Has Become A Key Digital Business Partner
  • Next Steps: Broaden Engagement, Deepen Skills, And Improve Design
  • Recommendations

  • Deconstruct To Rebuild A Customer-Obsessed Operating Model
  • Supplemental Material
  • Related Research Documents

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