CUNA has published an article about the changes in behaviors caused by technology. From the article: "In today’s credit union it’s more crucial than ever for the front-line staff to capitalize on cross-selling opportunities. However, according to the “Front-line Mystery Shop” study from Los Angeles-based Cohen Brown® Management Group Inc., 74% of front-line staff don’t recognize the clues of a sales opportunity. "

Colin discuses the need to use technology modification to realize sales opportunities that are lost in everyday business. Although focusing on Credit Unions, the practice is relevant in all other businesses as well. Information Technology specialists need to become more "business minded" and learn to not only recognize such opportunities but also help core business see these measures and find ways to implement them. The trend of business is shifting away from IT departments existing as a "black box" by making them an integral part of the strategic decision making process. As such, this will become an increasingly important skill for IT staff.

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