Forum on World Class IT - 281 Interviews and Podcasts

Welcome to the Forum on World Class IT podcast series, 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 Focused IT

Charlie Feld (Special Series Part 2 of 2), CEO of The Feld Group

In this special series part 2 interview, Charlie Feld, Founder and CEO of The Feld Group, an IT leadership development firm, discusses principle one, People, and principle four, IT-Business Partnerships, of World Class IT with Metis Strategy. Some of the topics discussed include:

  • His book, Blind Spot IT, and his framework for IT-lead business transformation: Why, What, How, and Who?
  • Change management within IT and the broader scope of a business
  • The imperative of the CIO to proactively advocate for IT’s value contribution
  • Eye on the trends: The ability to create a “fabric of integration” that allows IT departments to react to an event and integrate in motion and in memory, without the contingency of ripping out and replacing legacy systems

Matt Carey, Executive Vice President and Chief Information Officer of The Home Depot

In this interview, Matt Carey, EVP and CIO of The Home Depot, discusses World Class IT principle four, IT & Business Partnerships, with Metis Strategy. Some of the topics discussed include:

  • Matt’s role at Home Depot and the steps Home Depot has taken to improve its technology preparedness since he joined
  • How Home Depot used technology to transform itself to a customer-centric retailer despite the global economic downturn of 2007 and 2008
  • How Home Depot integrate IT and Business functions to facilitate understanding across the enterprise and ultimately improve customer experience
  • Matt’s involvements in multiple Board of Directors and the unique advantages that can be gained from serving as a member of a Board of Directors
  • The historical reasons behind why CIOs haven’t traditionally served on Boards and Matt’s advice for other CIOs who wish to become Board-ready
  • The changing expectation, roles, and responsibilities in today’s corporate IT departments
  • Eye on the Trends: The increasing desire of boards to include CIOs as companies, regardless of industry, and their customers become more technology centric with regard to the services provided or desired

Marina Levinson, Partner at Benhamou Global Ventures

In this interview, Marina Levinson, Partner at Benhamou Global Ventures, discusses World Class IT principle 1, People, principle 2, Infrastructure, and principle 5, External Partnerships, with Metis Strategy. Some of the topics discussed include:

  • Her career path from CIO to Venture Capital
  • Advice on utilizing the VC community and building relationships within Silicon Valley
  • Her recent board positions and how she turned her CIO position into board level participation
  • Advice on how to become more board-ready as a CIO
  • Eye on the Trends: Cloud, Virtualization, Security, Big Data and Mobile Analytics
  • Atticus Tysen, CIO of Intuit

    In this interview, Atticus Tysen, CIO of Intuit, discusses World Class IT Principle One, People, and Principle Four, IT & Business Partnerships. Some of the topics discussed include:

    • His journey across multiple parts of Intuit, culminating with the CIO position
    • Working in a technology company where all employees are tech-savvy
    • The advantage of being both a “consumer” and now producer of IT’s value to the organization
    • Methods IT has used to become “product leaders” rather than “order takers” within the organization
    • How he has ensured that the team understands how “customer-centric” technology is used within the organization
    • The skills and roles that are rising in importance within Intuit
    • Advice he would give to CIOs not at technology companies, as a CIO who has worked at multiple tech-centric organizations
    • Resources he uses to remain abreast of innovation and technology
    • Eye on the Trends: Data, and the shift to managed and hosted solutions

    Susan Cramm, Founder and President of Valuedance

    In this interview, Susan Cramm, Founder and President of Valuedance, discusses World Class IT principle one, People, and principle four, IT-Business Partnerships with Metis Strategy. Some of the topics discussed include:

    • Susan’s perspectives concerning the potential of the role of CIO
    • How IT is an enterprise asset and should be managed as such, and how organizations have the IT capabilities they deserve
    • Susan’s book 8 Things We Hate About IT: How to Move Beyond the Frustrations to Form a New Partnership with IT, and the value it provides
    • How IT leaders need to communicate costs and value in business terms
    • Eye on the Trends: How technology will be embedded in services and products, and that major trends such as mobility, cloud, web services, collaboration, analytics, etc. all really lock in together

    Timothy McCabe, SVP and Chief Information Officer of Delphi

    In this interview, Timothy McCabe, SVP and CIO of Delphi, discusses World Class IT principle one, People, principle four, IT-Business Partnerships, with Metis Strategy. Some of the topics discussed include:

    • His formative experience managing large technological changes at a critical time for the organization
    • The impact of Tim’s nontraditional career path and academic training on his role as an innovative IT leader
    • The way in which technology strategy, when aligned with both top-level and bottom-level needs, can enable the broader strategic direction of an organization to flourish
    • The importance of communicating and educating colleagues on the value that an IT investment will bring to the organization as a whole
    • Eye on the Trends: The growing potential of data-driven analytics and insights within a global organization, the influence of digital capabilities on information sharing in and outside of the workplace

    Rob Webb, Chief Information Technology Officer of the Etihad Aviation Group

    In this interview, Rob Webb, Chief Information Technology Officer of the Etihad Aviation Group, discusses World Class IT principle 1, People, principle 4, IT and Business Partnerships, and principle 5, External Partnerships, with Metis Strategy. Some of the topics discussed include:

  • Leveraging technology platforms across airlines to achieve economies of skill and scale
  • The role of the Chief Information Technology Officer versus the CIO and CTO
  • Implementing a cloud-first approach and mobility solutions
  • Parallels between the hospitality space and the airline industry
  • Investing in people to meet the demand rapid business growth places on IT
  • Enabling safe growth by focusing on better prioritization and program management
  • Using a strategic approach to external partnerships to realize economies of scale and human capital development
  • How Gulf culture encourages investment in leading-edge technologies
  • Eye on the Trends: Integrating data analytics from synthesized loyalty programs and location-based services to improve customer experience and targeted marketing.
  • Paul Chapman, CIO of Box

    In this interview, Paul Chapman, CIO of Box, discusses World Class IT Principle One, People, Principle Two, Infrastructure, and Principle Four, IT & Business Partnerships. Some of the topics discussed include:

    • His role as Chief Information Officer of Box and how he prepared for that role
    • The ways in which he thinks about differentiating the business of Box
    • How his organization operates as the first “customer” of the company’s products
    • How he has built his team and planned his workforce from a skills and responsibilities standpoint, as a digital-native organization
    • What it is like to operate in an organization where change is not only inevitable, but also viewed as a source of strength
    • How Box views security as it invests in other forms of security, as well as its own
    • Eye on the Trends: Cloud, Security, and new work style

    Tony Scott, Corporate Vice President and Chief Information Officer of Microsoft

    In this interview, Tony Scott, Corporate Vice President and Chief Information Officer of Microsoft, discusses World Class IT principle one, People, principle three, Project & Portfolio Management, and principle four, IT-Business Partnerships with Metis Strategy. Some of the topics discussed include:

    • The genesis of Microsoft IT’s transformation to align to business processes
    • How IT must go beyond collaboration and digitally connect the organization across business units
    • How Microsoft employs an IT transformation method referred to as “GET”
    • The new skills that need to be promoted as a result of the transformation
    • Eye on the Trends: Cloud computing and how it facilitates the digital process journey Microsoft is undertaking through improved scalability and flexibility

    Eric Singleton, Chief Information Officer of Chico's, Inc.

    In this interview, Eric Singleton, CIO of Chico’s, Inc., discusses World Class IT principle one, People, principle two, Infrastructure, and principle four, IT-Business Partnerships, with Metis Strategy. Some of the topics discussed include:

    • The benefits of drawing from IT experience across different verticals and industries to deliver game-changing solutions to a new sector.
    • Eric’s innovation in applying the “customer perspective” to the traditionally internally focused organization of IT, as well as how it has led him to become a more externally-focused and sensitive CIO.
    • • The comprehensive approach Eric took when developing Chico’s innovative FAS Digital Retail Theater to seamlessly blur the line between the “bricks and clicks.”
    • The imperative of “relentless transparency” with the customer when capturing information at the point of sale, both to build trust and communicate enhanced value to the customer experience in a way that sustains the relationship between consumer and brand.
    • The ability of the Tech Tables to leverage technology in a way that elicits a natural and memorable social interaction with customers while significantly decreasing inventory carrying costs for Chico’s.
    • Eye on the Trends: The blurring of lines between the augmented reality digital experience and its spillover into everyday reality, the idea of real life interaction with technology as a continuum that now extends to each moment of the customer lifestyle and the ability of a brand to tap into that connectedness.