Case Study

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 3rd, 2017
With contributors:
Frederic Giron , Sharyn Leaver , Diane Deng , Nigel Fenwick , Bill Nagel


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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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.