The Telegraph: Using technology to provide a better service

Developing a customer-focused IT strategy is all about understanding what they are using and how they are using it.

Toby Wright (high res) - CopyThat was the message from Toby Wright, CTO at the Telegraph Media Group, at IT Transformation 2013.

He said: “The Telegraph has been innovative over the last 150 years. It was the first daily web-based newspaper, while in September 2008 it went full colour, and there are now lots of different media devices which people use to read it.”

Now the online version of The Telegraph receives 60 million unique users per month, and as customer-facing aspects of the business go digital, so too do those in the background.

Wright said: “About five years ago we started to get as many apps as possible into the cloud – like email. This allowed us to work on front office in creating products.

“We have made our last investment in physical hardware, we’ll into transition for on-demand cloud. We’re using analytic story shape products, and the amount of data we get out of the iPad.

“What do they go to first? What are they reading? This is critical in making good apps. We want every single interaction coming back to us. Want to track the journey to a device and subscriber.”

Joanne Frearson and Matt Smith from IT Transformation 2013

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