Forum on World Class IT - 363 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 Journey

Donagh Herlihy, EVP of Digital and CIO of Bloomin' Brands

In this interview, Donagh Herlihy, Executive Vice President of Digital and CIO of Bloomin’ Brands, discusses World Class IT principle one, People, and principle five, External Partnerships, with Metis Strategy. Some of the topics discussed include:

  • A review of Bloomin Brands and its entities across the United States
  • His role and responsibilities as EVP of Digital
  • How he manages the digital team, managing digital separately from IT
  • The digital consumer journey and how he engages customers to find insights amongst customer groups
  • How he feels about CIOs undertaking the responsibility of “Digital” within an enterprise
  • How he has taken on additional responsibilities within the organization
  • How he encourages his IT team to translate consumer technology advances to enterprise technology change
  • Eye on the Trends: Improving consumer technology and the consumerization of IT

Manjit Singh, Chief Information Officer of The Clorox Company

In this interview, Manjit discussed World Class IT Principle One, People, and World Class IT Principle Four, IT and Business Partnerships. Among the topics discussed include:

  • Clorox’s increasing focus on developing direct relationships with the end-customer, and the ways in which this is enabled such as enhanced understanding of the customer journey through digital marketing as well as direct shipping enabled through supply chain efficiencies
  • The techniques Clorox uses to build consumer journey maps, and the ways in which their brands use the consumer journey maps to determine how and where to engage
  • The ways in which IT immerses itself in the day-to-day operations of different groups so that they can better understand their challenges and thus better serve them
  • Clorox’s focus on data and analytics, and the focus on helping groups find the right data sets rather than just analyzing as much data as possible
  • How and why the IT team has gotten involved in new product innovation, especially in the early stages
  • The skill mix changes required for Clorox to reach its goals, and the ways in which they bring in people with new skills or perspective
  • Eye on the Trends: AI/ML, Agile, DevOps, IoT, Connectivity