Technovation with Peter High - 377 Interviews and Podcasts

Welcome to the Technovation with Peter High, a collection of exclusive interviews with Chief Information Officers and other IT industry thought leaders. Learn from the experts on how best to establish a truly World Class IT organization.

Podcast tags Archives: Customer Experience

Jay Vijayan, Vice President, IT & Business Applications of Tesla Motors

In this interview, Jay Vijayan, the Vice President of IT and Business Applications of Tesla Motors, discusses World Class IT principle two, Infrastructure, and principle four, IT-Business Partnerships with Metis Strategy. Some of the topics discussed include:

  • Jay’s role at Tesla Motors and how Tesla operates in a fast-paced, innovative environment
  • IT’s collaborative relationship with development teams
  • How all of Tesla’s business-critical applications for core functions are home-grown
  • How Tesla provides comprehensive customer experience through the use of analytics, mobile applications, and more
  • Eye on the Trends: Cloud computing, and how it provides more flexibility and allows the organization to easily manage, maintain, and provision software to employees, particularly as the organization grows

Bill Schlough, Senior Vice President and Chief Information Officer of the San Francisco Giants

In this interview, Bill Schlough, the SVP and Chief Information Officer of the San Francisco Giants and InformationWeek 2012 IT Chief of the Year, discusses World Class IT principle two, Infrastructure, principle four, IT and Business Partnerships, and principle five, External Partnerships, with Metis Strategy. Some of the topics discussed include:

  • Delivering value through baseball competitive advantage, business optimization, and the fan experience
  • Partnering with innovative companies in the San Francisco Bay Area
  • Being CEO of the Giants’ Class A affiliate team
  • Seasonal planning, executing, and supporting around a baseball season
  • The value of a tech savvy executive team
  • Eye on the Trends: Leveraging cloud computing in order to refocus on core competencies and the power of social media, mobility, and TV everywhere in improving the fan experience

Joe Locandro, IT Director of Cathay Pacific

In this interview, Joe Locandro, IT Director for Cathay Pacific, the flag carrier airline of Hong Kong, discusses World Class IT principle two, infrastructure, and principle four, IT-Business Partnerships, with Metis Strategy. Some of the topics discussed include:

  • How Cathay Pacific’s mission statement of having the best technology is translated
  • The rising importance of digital customer experience
  • Ways in which innovation is managed at Cathay Pacific
  • Similarities across industries based on Joe’s previous IT leadership experiences
  • Eye on the Trends: Mobile consumption and the changing form factors. Increasing usage of biometrics

Cynthia Earhart, Chief Financial Officer of Norfolk Southern

In this interview, Cynthia Earhart discusses World Class IT Principle One, People, World Class IT Principle Three, Project and Portfolio Management, World Class IT Principle Four, IT and Business Partnerships, and World Class IT Principle Five, External Partnerships. Some of the topics discussed include:

  • Cynthia’s accounting and HR background prior to IT, how she found her way into IT, and how her new role represents the culmination of her skills and experiences
  • The myriad ways that Cynthia’s experience as a CIO will help her succeed as a CFO
  • Cynthia’s perspective on the CIO-CFO relationship, given her exposure to both sides
  • The value that IT delivers to Norfolk Southern
  • How the company drives itself to innovate, despite being in an industry with a high barrier to entry
  • Cynthia’s strategy going forward, as compared to that of her predecessor
  • The gains women have made in senior IT and finance positions

Linda Jojo, EVP of Technology and Chief Digital Officer of United Airlines

In this interview, Linda Jojo discusses World Class IT Principle Three, Project and Portfolio Management, and World Class IT Principle Four, IT and Business Partnerships. Some of the topics discussed include:

  • Linda’s expanded purview as Executive Vice President of Technology and Chief Digital Officer
  • United’s digital strategy, and how they use digital to enhance both the customer-facing experience as well as internal operations
  • Evolving customer expectations in the travel space
  • How Linda has seen the role of the CIO evolve during the past 10+ years
  • Linda’s view on the role of the Chief Digital Officer
  • Advice for CIOs who aspire to join corporate Boards
  • How United thinks about cyber risk, and how to have the conversation with the Board
  • The importance of machine learning for leveraging data across the company

Matt Minetola, Chief Information Officer of Travelport

373: Travelport CIO Matt Minetola asserts that as a CIO of a technology company, a critical part of his job is to bring in technology that allows Travelport to distinguish itself, rather than simply managing technology. He cites that if you are the leader of a technology company in today’s world, it is your responsibility to change how the organization builds and develops products. To do this, Matt is focused on constantly identifying key technology enablers to help Travelport set itself apart. We also discuss the value of the cloud, the importance of quickly digesting and managing data, Travelport’s focus on the customer experience, and a variety of other topics.

Milind Wagle, CIO of Equinix

Equinix CIO Milind Wagle stresses the importance of creating a positive customer experience. Equinix’s core value is to put the customer at the center of everything that they do, and the company has laid out a recipe for customer focus and success consisting of five major components. These components are treating their customers like assets, looking at the entire life cycle of customers, building a customer listening system to receive feedback, using a prioritization system to interpret that feedback, and delivering that feedback to the entire organization. We also discuss how Equinix’s annual revenue grew from $1 billion to $5 billion over an eight year period, the importance of culture in a digital transformation, and Milind’s view on artificial intelligence and machine learning.

Paul Clarke, Chief Technology Officer of Ocado

376: Ocado CTO Paul Clarke has guided the company to differentiate itself by focusing not on how fast they can innovate, but on how fast they can innovate their system for innovation. Paul discusses the broad and deep technology estate that has enabled Ocado’s online grocery business to operate with scale, sustainability, and profitability. Through a focused but balanced approach to innovation, the company has developed a unique end-to-end operating solution for online grocery retail that includes massive automated warehouses and an e-commerce, fulfillment, and logistics platform. In a strategy that resembles Amazon’s AWS, Ocado is now making its technology available to other retailers through the B2B-focused Ocado Solutions arm. We also discuss Ocado’s roadmap for a frictionless customer experience, the advantages of its business model, its culture of disruptive innovation, among other topics.

Bryson Koehler, Chief Technology Officer of Equifax

377: Last year, Equifax experienced one of the most devastating security breaches ever, which exposed the private information of 143 million individuals. In this interview, Bryson, who joined the firm after the breach, explains the company’s response and its goals to rebuild customer’s trust through security and compliance work, to build a sustainable future, and to constantly invest in new technologies. We also discuss Bryson’s take on blockchain and the cloud, how Equifax invests in artificial intelligence, his approach to obtaining the best talent, among other topics.