“A CIO who can truly win in the data distribution could alone spell the difference between the success and failure of a company.”

JAY TOPPER
CTO & CIO
Vitacost

Jay is CTO & CIO at Vitacost. He joined the company in August 2012. He serves as transformational CIO and Customer Experience executive with broad global influence and management experience in manufacturing, publishing, pre-media, eCommerce, entertainment technology, retail software & services, and high-tech focused companies. Prior to Vitacost, Jay also served as the CIO at Rosetta Stone from March 2007 to January 2010.

Challenges in technology to meet enterprise needs in 2013 and expectations

My wish list for 2013 is long. Ecommerce engines always have my eye and a simplified and scalable architecture tops the wish list.

I look for three key attributes from vendors, suppliers and partners of solutions: Meaningful integration into our culture-perhaps even enhancing and expanding it. Providers are an extension of who we are. Empathy around the problems we face is second.

And finally, realistic and honest proposals for solutions to those problems, specifically: Precise expertise within their core competencies, rapid comprehensive implementation documentation, at a fair price.

The areas in business environment where solutions do not yet exist or not up to the mark, and which if existed, would've made job easier

We all live and work in a hard-goods world even amongst the digital explosion that continues. People still need “things”. It is inescapable. I am disappointed at the lack of true innovation around the management of these goods. Today, it feels so piecemeal. I believe, and maybe this is due to my own naiveté, the technology, and the external expertise of the providers to deliver “blow you away technology” across the entire entailer life cycle, lags behind many other disciplines. From international expansion, through digital experiences and ultimately the superior ordering & delivery of goods, I have a complete lack of complacency which may be typical of the trade, but it does make for short nights!

Technology Trends Impacting Enterprise Business Environment

First, mobile is real and here to stay. If you aren’t in mobile—you’re already late to the party. On one hand mobile strategy needs to follow Company strategy. On the other-hand there is an R&D component that leads the way. Customers, at least ours, are increasingly using phones and tablets to conduct business—from general commerce through application services.

A second major trend is digital services. We consider this uniquely strategic in that it serves three matters: 1) It benefits the customer, 2) The amount of data-mining to capture voice of the customer analysis, 3) Its less expensive.

In this manner we can now consider all engagement good engagement because it provides us with more customer information than ever before.

My roles and responsibilities as a CIO

Today, CIO’s need to fully grasp company and customer needs and lead the prioritization all efforts under the umbrella of the Company strategy. Expectations in some cases are to drive the business. Help define the strategy not just serve it.

Secondly, even the foundational constant of a CIO has transformed. But with an increasingly fragmented marketplace, shareholder transparency, customer demands and the continual glutton of information, becoming both precise and accurate in a meaningful way has taken on new meaning.

A CIO who can truly win in the data distribution space (information that changes behavior the right way) could alone spell the difference between the success and failure of a company.

Lessons learned as a CIO

Lesson one: If you aren’t innovating and changing quickly, you will fade.

Lesson two: Get to know your Company, your market and your customers intimately.

Lesson three: The devil is in the details. I don’t think I have changed much from an approach standpoint over the years getting into detail when necessary, but my appreciation for those details has increased.