Transforming the IT Mindset:From Technology-Drivento Customer-Focused

Atticus Tysen, SVP & CIO, Intuit@atticustysen, @intuit

We all expect good customer service

Who we serveConsumers Small Businesses Accounting Professionals

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

Our mission

Proven track record

IT at Intuit

Changes that happened over 33 years

Global expansion

All products in the cloud

Integrated IT IT IT

Intuit IT’s journey to become customer-driven

Fighting fires Enabling Intuit strategy Being part of Intuit strategy

Transformation to acustomer focus

Organize by customer segment

CRM Network ERP Sales, Care, Marketing

Finance, Legal

HR, Global Workforce

Enable services

Restricted Party Screening

Billing

Case Management

Worker Information

…

Use design thinking

Empathize

Define

Ideate

Prototype

Test

Lessons learned

False starts

Change management is slow (and hard)

Final thoughtsTake a leap of faith

Don’t beafraid to fail

Don’t be afraid to failMeasure customer outcomes

Q&A@atticustysen, @intuit